End User Support Analyst, IT - Dublin

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 get involved 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.

Role and key responsibilities

The role of the EUS Analyst is to provide onsite IT support for colleagues, covering all end-user devices such as iPhones, iPads, PCs, and laptops. Utilising strong technical skills, the EUS Analyst will resolve and fulfil technical incidents and service requests. Where appropriate, they will 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 maintaining and adhering to operational processes, toolsets, and procedures. They will play an integral role in supporting escalations and ensuring end users receive high-quality IT support services. You will utilise the Service Management toolset (ITSM Remedy) and 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.

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 fulfil service requests across all supported IT devices in accordance with agreed service levels. Where technical responsibilities dictate, they will liaise with other internal support teams, internal senior management, and suppliers in the day-to-day management of incidents and service requests. They will identify key issues and risks, escalating promptly to the line management team, attend and actively participate in all daily stand-up and team meetings, and drive quality to the fore during all aspects of work.

Skills and experience

We are looking for:

• Operating Systems: Strong knowledge of Windows 10/11, and macOS.
• End point device hardware knowledge (Laptops : HP.  Mobile Devices : Apple, Office Telephony, Teams equipment 
• Networking: Understanding of TCP/IP, DNS, DHCP, LAN/WAN, VPNs, and firewall basics.
• Active Directory: User account management, group policies, permissions.
• Microsoft 365 & Exchange: Administering mailboxes, SharePoint, Teams, and Azure AD.
• Cloud Platforms: Familiarity with Azure and Intune.
• Remote Support Tools: Experience with Bomgar.
• Hardware Support: Diagnosing and repairing desktops, laptops, and peripherals.
• Software Troubleshooting: Office suite,  bespoke applications.
• Endpoint Enterprise Deployment Technologies: Device pre-boot configuration, booting devices running device build sequences (Intune, Company Portal).
• Mobile Device Management Enterprise Experience: Device enrolment, troubleshooting apple device issues.

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.