IT Support Analyst

The Firm

Fieldfisher is a European law firm with market-leading practices in many of the world’s most dynamic sectors. We are an exciting, forward-thinking organisation with a particular focus on energy and natural resources, technology, financial services and life sciences.

Our clients range from household social media, technology and media companies, as well as global financial institutions, pharmaceutical, life sciences and medical devices companies, energy suppliers, major FMCG brands and public bodies.

Clients choose to work with us because we deliver commercial, pragmatic and innovative solutions through our exceptional legal expertise and knowledge, on time and on budget.

Our network has more than 1,550 people working across the world providing highly commercial advice based on an in-depth understanding of our clients’ needs.

We have 25 offices in 11 countries and our team is based in Amsterdam, Barcelona, Beijing, Belfast, Birmingham, Bologna, Brussels, Dublin, Düsseldorf, Frankfurt, Guangzhou, Hamburg, London, Luxembourg, Madrid, Manchester, Milan, Munich, Paris, Rome, Shanghai, Turin, Venice and Silicon Valley.

Most recently, the firm has been recognised for its work across a number of practice areas. We have been shortlisted for M&A Team of the Year at the British Legal Awards 2021; Litigation Team of the Year at the Lawyer Awards 2021 and for Innovation in rescue, restructuring and recovery award at the FT Innovative Lawyer Awards 2021.

The Team

We have a great opportunity for an IT Support Analyst to join our IT Support team on a permanent contract. This role is based Brussels and is part of the IT Service Desk’s EU team.

This vacancy sits within the wider IT Department, which comprises of the following core teams of the IT Service Desk, the IT Training, IT Development, IT Projects and IT Technical Services, who provide key services to the Firm.

The role reports into the Office Managing Partner and the Lead IT Support Analyst (EU).

Requirements

To provide 1st and 2nd line support in a timely manner after consultation with the user, and to ensure that all calls are assigned are dealt with efficiently and effectively, keeping the user informed of progress and logging resolution for future reference. Other responsibilities comprise the following:

• Deal with walk ups, direct emails and telephone calls and log and record information in the IT Service Management Tool;
• Be a local point of contact for the technical teams and provide remote hands as required;
• Coordinate with the technical teams to monitor the performance of and perform routine maintenance on the firms infrastructure;
• Troubleshoot hardware and software issues and assist with carrying out root cause analysis with the problem management team;
• Complete assigned tickets in a timely manner within the defined SLAs
• Tracks and documents details of work performed including resolution steps in the IT Service Desk incident management system
• Assist with the installation of new or upgraded systems and applications. Participate in testing and troubleshooting as needed;
• Develop and maintain accurate technical documentation for systems and processes;
• Provide meeting room support by assisting with the setting-up of video conferences and presentations and monitor videoconferences as required;
• Participate in Continual Service Improvement program.

Key Skills & Experience

• Fluent in English and also speak French or Dutch
• Customer service mind-set
• Effective communicator
• Problem solving
• Effective Time Management skills
• Analytical skills
• Ability to work under pressure
• Ability to follow process
• High Standards and attention to detail
• Reliability / Responsibility
• Integrity / Teamwork

Some of the Systems and Applications used are

• Windows 10
• iManage DMS
• Microsoft Teams
• Microsoft Office
• Litera Compare
• Windows Devices
• Active Directory
• Microsoft 365
• Microsoft System Center Configuration Manager
• Information Technology Infrastructure Library (ITIL)

Benefits

We offer you the opportunity to work in a stimulating and enriching environment; you will work in a team highly appreciated by clients and peers, both on a national and international level. We also offer training/coaching. You will in that respect be able to count on human resources and material support necessary for the development of your career. Our team members are all recognised practitioners; you will be able to benefit from this experience and participate actively in various initiatives. You also earn an attractive remuneration supplemented by diverse and generous benefits.