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IT Support Analyst London

Department: IT
Location: London

Role overview

Boult Wade Tennant is a leading UK-based firm of patent and trademark attorneys and has offices in London, Reading, Cambridge, Berlin, Frankfurt, and Madrid. The firm has 41 partners and approximately another 50 fee earners, supported by a professionally qualified management team, heading up a support function of 100 across a number of disciplines. In total, the firm comprises over 200 staff across 3 countries.

The firm offers a combination of intellectual property expertise, broad-based technical knowledge, and well-developed commercial know-how to assist clients in securing effective protection for their inventions, ideas, and trademarks. Our attorneys advise clients on how to use this protection for competitive advantage and help them to avoid any infringement of their competitors’ rights.

A full range of intellectual property services are provided including writing and prosecuting patents, registering both trademarks and designs, intellectual property strategy and policy advice, searches and watches, portfolio management, renewals, technical illustration, outsourcing services for in-house intellectual property departments and infringement and enforcement advice.

Boult Wade Tennant LLP has a requirement for a dedicated 1st line Support Analyst to join the London office. The IT Support Analyst will be responsible for responding to user queries and help requests, which can arrive by email, through the IT help desk, or over the phone. Travel to other offices from time to time is envisaged.

• Salary: c£25,000 per annum
• Working Hours: Shift patterns 8-4, 9-5 and 10-6 with a requirement on occasions to provide on-site support at any one of our UK offices.
• 23 days holiday pa plus bank holidays
• Flexible Working (to be agreed with your line manager, dependent on experience)
• Life Insurance (from start date)
• Company Personal Pension scheme (qualifying period three months)
• Competitive Flexible Benefits Package, to include holiday trading scheme

From time-to-time reporting lines and responsibilities may change; any changes will be at the sole discretion of the firm.

Key responsibilities

• Provide 1st line technical support to all staff in the first instance by phone or email
• To maintain a high degree of customer service for all support queries and adhere to all service management principles and SLA
• To log all calls on the IT Helpdesk call logging system and maintain full documentation
• To arrange for external technical support where problems cannot be resolved in house
• To allocate more complex service issues to the 2nd or 3rd line IT engineers
• Provide video conferencing support hosted in BWT offices. Travel required to other UK BWT offices.

Candidate profile

• Previous IT support experience in a legal environment beneficial
• Minimum of 1 year providing 1st and/or 2nd line support experience.
• Excellent telephone manner and face to face communication skills
• Troubleshooting skills
• Knowledge of ITIL best practice
• Awareness of cyber security best practice
• Excellent IT Skills – Advanced use of Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, and delegation)
• Basic understanding of PC hardware set-up and configuration
• Microsoft Outlook, Adobe Acrobat Reader/Writer, InterAction, Filesite 9-10, Winscribe, smart phones and tablets
• Strong knowledge of Microsoft Windows desktop technologies (strong emphasis Windows 10/11)
• Zoom & Microsoft Teams collaboration software
• Knowledge of administration of Active Directory
• iManage 10

Apply now

To apply, send your CV and a covering letter explaining why you would like to join Boult Wade Tennant to recruitment@boult.com. Shortlisted candidates will be invited to an interview and those that are successful will be sent an offer letter.

A European award-winning patent and trade mark firm delivering world-class advice to enhance the commercial value of intellectual property rights globally.