IT Support Analyst

2 weeks ago

Johannesburg, South Africa Pinsent Masons Full time

Pinsent Masons is a purpose-led law firm that prides itself in being a global success story that started off relatively small and over the last few decades have grown exponentially. With 25 offices worldwide, our success can be attributed to the 3,000+ staff that we have employed over the years, as well as the diversity of services we have provided to global sectors. These have included energy, infrastructure, financial services, real estate, advanced manufacturing, and technology.

We pride ourselves on being an innovative and untypical law firm who put people at the heart of the business. This was reflected in our most recent accolades for ‘Best Law firm for Tech’ and 'Law firm of The Year'. We were also shortlisted ‘Most Innovative’, ‘Excellence in Diversity’, and ‘Employee Engagement’.

Underpinning the success of the Firm's expansion and success is an established Technology Department who ensure their staff are sufficiently supported and equipped to carry out their roles to an optimum using the latest technologies and software.

We currently have a vacancy for an IT Support Analyst in our Johannesburg office. Ideally, we are looking for a dynamic and enthusiastic individual with a passion for people, IT and problem solving who may be looking for their first position in a 2nd line role. The role is typically office based however during the pandemic the team have worked flexibly from home and in the office.

You will be working with an established IT Support Analyst, supporting just under 60 staff in our Johannesburg office. You will be responsible for ensuring the smooth running and maintenance of all IT related hardware and systems on a daily basis. This can range from configuring laptops and mobile phones to resolving system or software conundrums. The role will also facilitate involvement in a number of project rollouts including our latest Modern Workplace programme to bring transformational change across our business. This involves implementing an Office 365 desktop and additional modern technology to improve internal productivity, client working relationships and professional engagement using market leading digital tools and services.

We also have an IT Service Desk both in the UK and Australia providing 24/7 support, ensuring that all IT issues are logged in the first instance. Calls will only be escalated to the local teams where they cannot be resolved over the telephone and a Technical Services team will also be available to assist with more complex issues or major incidents out of core hours.

**Responsibilities**:

- Provide remote or desk side support to ensure quick resolution of all technical issues.
- Configure and maintain desktops and laptops both in the office and remotely including support of Citrix and Cisco Anyconnect remote access.
- Active Directory, Azure, Endpoint Manager and Exchange Administration
- Install, configure & support all company iPhones and iPad's. Troubleshoot complex mobile device issues from both the device and our Microsoft Endpoint Mobile Device Management System.
- Manage all IT hardware ensuring this is audited and that minimum stock levels are maintained.
- Ensure IT security practices and processes are followed by customers and clients in line with the Firm's Information Security Policy (ISP).
- Troubleshoot and manage the firms Ricoh MFD printers.
- Troubleshoot hardware and software problems for routers, switches, servers and UPS equipment and install, configure & support networking devices with specific reference to Cisco hardware.
- Work with other teams within the Technology Department to achieve call resolution providing detailed and precise information to enable those teams to ensure a prompt resolution.
- Log all calls into the Service Management software (ASM) to ensure accurate statistics and analysis of calls.
- Monitor your local office call queue and that of the wider Firm to ensure the highest level of service is maintained.
- Utilise the knowledge base, call management and traceability features of ASM to ensure that information learned can be reused for future calls. Document methods such that all relevant information (technical and informative) is entered into the knowledge bank to provide an effective means of sharing information across the department.
- Report ongoing problems and issues requiring escalation to the IT Support Manager or the Head of IT Service Delivery as appropriate to ensure resolution of calls within agreed timescales. Report to IT Problem Management team on any call trends or patterns indicating potential problems that need to be proactively resolved (e.g. further training for customers or widespread issues only occurring for your office).
- Ensure that customers are kept informed of the status of any outstanding calls and provided with regular updates on progress.
- Work in accordance with documented policies and procedures; where appropriate suggest additional procedures or changes to existing proced

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