Application Support Analyst

We are recruiting for an Application Support Analyst to join our IT team in our Bath office.

You will be responsible for supporting RWK Goodman’s 600+ internal customers with high quality support. You will be responsible for dealing with and resolving all assigned incidents, service requests, change and problem tickets logged via the IT Service Management (ITSM) system. 

The role will require site visits when necessary, supporting RWK Goodman’s Bath, Bristol, Oxford, London Swindon, Marlborough and Thame offices, these visits will be pre-arranged.  You will be included in the rota to cover core office hours and out of hours cover.

• Diagnose and troubleshoot desktop and laptop hardware performance issues
• Assisting Infrastructure team, when necessary, with equipment moves and replacements
• Daily checks leading to triage and responding to alerts, identifying trends and problems
• Provide help to Service Desk customers via remote assistance and in person when appropriate
• Image, update, maintain and deploy desktops and laptops
• Manage and monitor inventory of site storerooms and arrange WEEE removal
• Work with Facilities to provision New Starters, Movers and Leavers
• Provide 3rd line teams with feedback of problems experienced by Service Desk customers
• Identify priority tickets and inform SDM of Major Incidents or Priority 1 and 2 tickets as defined by Service Desk SLAs
• Develop and coach team members to improve performance and delivery of service
• Work with the SDM to identify service improvement opportunities, assisting in the promotion of a Continual Service Improvement culture
• Ensure technical and procedural documentation is accurate, including knowledge base
• Escalation point for customers and analysts, escalating to SDM when necessary
• Maintaining daily communications with customers to ensure follow up and resolution of tickets
• Procurement of equipment
• Undertake resolution of incidents and service requests in line with SLAs

• Excellent level of knowledge of IT technologies and processes
• Experience of call logging technology and processes
• Experience of working to SLAs in a similar environment
• Experience in Microsoft office
• Experience in AD and Azure

We’re RWK Goodman – a progressive Top 100 law firm. We exist to unlock potential and create a lasting positive impact for our clients, colleagues and communities. Our purpose is what drives our business forward. It’s our guiding principle. And it’s why our clients trust us to be their life-long legal partner.

Over 620 colleagues. 36 specialist areas. 3 core divisions. With offices across the South West, Thames Valley and London. We are widely known for our technical expertise and diverse client base across industries and sectors.

As a people-focused firm, ours is a culture of heart, not ego. In our inclusive environment, we support each other as we strive for success. For ourselves. For each other. And for our clients and communities.

We know our people are what sets us apart. That’s why we’re committed to creating a dynamic and inclusive environment where you can thrive and achieve your full potential. Because this isn’t ‘just another job in law’. This is an opportunity for ambitious legal professionals to develop rewarding careers, in a culture that cares.

We’re on a mission to create a dynamic and inclusive culture. And that starts with our recruitment process. If you have a disability, whether visible or not, we want to work with you every step of the way. Because we want to give you the best chance of success when you apply. If you need any reasonable adjustments to accommodate your disability, such as extra time on written assessments, an accessible interview room or a quiet space before and after the interview, please speak to our Recruitment Team so that we can work together to help bring your best self.

Over a number of years, we have developed a robust and transparent framework which shows you exactly what you need to achieve in order to grow your career at the firm. This isn’t just about hitting KPIs.

The framework helps you to understand how your contribution and behaviours are woven together to create the basis for your progression in the firm. From Assistant to Director, you can see exactly what is expected of you along the way.