End User Support Analyst

We are Eversheds Sutherland, a global law firm, with more than 5,000 people across over 30 countries. We’re full-service with deep niche and sector experience. Whatever challenge, wherever in the world, we’re equipped and ready to meet it. We live our values, we’re purposeful and purpose-led. So although the world is fast-moving and rapidly changing, we see it as a place where everyone can thrive. We’re ambitious for our clients, our communities – and for you. Whether you’re starting out on your career or well established, whether you’re a lawyer or in business services. If you’re looking for what’s next, we are too.

What to expect
For business professionals, our environment is highly collaborative with value being placed on diversity of ideas, skills and mindsets. Not least yours. It’s energetic, fast-moving and there’s always something new to getinvolved in. You will get exposure across geographies and the firm as a whole.
The future is a place of opportunity. Focusing on your success and for what’s next, will ensure you thrive too.

Our team
The role of the EUS Analyst is to provide onsite IT support for colleagues, this will cover all end user devices, iPhone, iPad, PC, laptop etc. Utilising strong technical skills, the EUS Analyst will resolve and fulfil technical Incidents and Service Requests, and where appropriate, provide an interface for other activities such as IT Service Desk, Major Incident Management, Asset Management, Change Management, and Problem Management. The EUS Analyst will contribute to the maintenance and adherence of the operational processes, toolsets and procedures. The EUS Analyst will play an integral role supporting escalations and ensuring end users receive high quality IT support services. You will utilise the Service Management toolset (ITSM Remedy), provide accurate and timely updates to agreed standards for all allocated Incidents and Service Requests. You will undertake all relevant technical support and maintenance tasks/activities as requested by change management, Incident Management, Problem Management, Service request Management and IT Projects.

Role and key responsibilities
For this role we are looking for an experienced End User Support Analyst who takes a customer first approach in all end user support interactions. They will share and support the vision for service excellence and willingly identify opportunities to develop this vision further.

The End User Support Analyst will technically resolve incidents and fulfils service requests across all supported IT devices in accordance with agreed service levels. Where Technical responsibilities dictate, liaise with other internal support teams, internal senior management and suppliers in the day to day management of Incidents and Service Requests.

They will provide and identify key issues and risks, escalating promptly to line management team, attend and actively participates in all daily stand up and team meetings and drives quality to the fore during all aspects of work.

Skills and experience
We are looking for:

• End point device hardware knowledge (HP, Lenovo, Apple - laptops, iPhones, iPads, office telephony and WiFi
• Accessing and configuring Firmware/BIOS to set standards
• Operating System exposure - install/update/remediate (Microsoft Windows - all support versions)
• End point software suites - install/update/remediate (Microsoft Office - all supported versions)
• Mobile Device Management Enterprise experience - device enrol/un-enrol (Profile Push) Mobile Iron Mobile Platform
• End point Enterprise management systems - device updates/software install (Microsoft SCCM, McAfee PGP, Bit locker)
• End point Enterprise deployment technologies - device pre-boot configuration, booting devices running device build sequences (Microsoft SCCM, Microsoft MDT)

What’s in it for you?
At Eversheds Sutherland, we provide benefits focused on looking after you: your development, your performance, your financial future and your health, as well as providing the opportunity to make a contribution to the world.

• We’re fair, transparent and equitable
• We share in the success of the firm, reward alignment to our values, going above and beyond and your individual performance
• We support flexible ways of working through our remote working policy and commitment to flexible, agile and hybrid ways of working
• We support your health and performance through our dental, healthcare and wellness support
• We support everything you are and all you bring through our powerful commitment to diversity and inclusion
• We provide a platform for your career, whatever your ambitions through our structured professional and personal training, mentoring and development programs
• We provide experience and opportunity through international and cross-function exposure
• We provide an opportunity to give back through our pro bono work and community engagement
• We help you plan ahead through retirement planning, insurance and assurance

Diversity & Inclusion

At Eversheds Sutherland, “Inclusive” is a core business value. We bring together different skillsets, global mindsets and approaches. We foster diversity of thought and the freedom to put ideas into action. We have an inherent respect for the individual. We have a strong belief in collaboration and teamwork. Sharing ideas, asking questions, solving challenges and meeting our clients’ goals: together.

We want all our people to thrive at work and reach their full potential and we work hard to continue to build a diverse and inclusive culture, monitor and report on our progress and impact, and develop our approach. This is reflected in our policies, systems and processes, and in our work with diversity membership organisations.

Many of our people work flexibly in some way and we are open to considering how we can accommodate flexible working arrangements alongside role requirements. If this is important to you, please talk to us about it during the recruitment process.

We want you to perform at your best during our recruitment process. If there is any adjustment or support you need, please contact us so we can discuss how we can best assist you.

For you,

For your success.

And what's next.