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Desktop Analyst

Legal IT/Systems
Job Term:
Salary Description:
Competitive Salary Offered
Job Ref:
Desktop Analyst

Desktop Analyst

Reports to:       Desktop Team Leader

Career level:      Executive

Status:  Permanent

1.         The firm

RPC is a top 50 commercial law firm best known as one of the UK’s leading insurance and litigation practices. However, the firm also has a highly rated and fast growing commercial practice, as well as media, property, construction, employment and intellectual property expertise. We are growing quickly and investing in the practice to build a truly counter-cyclical and economically stable business, targeting profitable and sustainable growth.

The success of our business depends on attracting people who can help us build the firm of the future and share our vision. We use the latest technology to ensure we maintain a competitive advantage in our sector. We take pride in hiring and developing lawyers, graduates and business support professionals with exceptional skills and talent. We offer a diverse and collaborative environment that respects individual needs, and promotes development. We set high professional standards and we recruit in accordance with those standards.

The firm has offices in London, Bristol, Singapore and Hong Kong. This role will be based in the firm's London offices on St Katharine Docks. The firm has a culture centred on accessibility, openness and exceptional client service and prides itself on being an open friendly place to work.

2.         Background information

Reynolds Porter Chamberlain is a 70 plus partner firm of solicitors employing some 700 lawyers and support staff.

The firm office is at Tower Bridge House, St Katherine's Way, London, E1W 1AA. The firm was established in 1898.The firm is known for its work in Insurance and Reinsurance and Media and Technology law but also has specialisations in the commercial arena, covering Property, Construction, Corporate, Dispute Resolution, Health and Family law.

3.         Function of the IT Department

•           To maintain, develop and deliver IT systems that are aligned to the achievement of the firm’s overall strategy

•           To improve the efficiency and effectiveness of users in their utilisation of IT

•           The remit of the IT Department extends to all IT systems including the firm’s telephone system, mobile devices (including phones and Blackberry's) and multi-functional devices (printer/copiers etc)

4.         The role

As a member of the Desktop team this role will be third-line support, design, administration and maintenance of the firm's laptops and desktops estate. This is a specialist role covering all areas of support and delivery in a Microsoft base environment.

The role holder will have extensive IT support and troubleshooting experience and be a technical specialist in SCCM and Group Policy and owner for all builds, applications and security patching.

The team hours are 9:30 to 5:30 with occasional requirements for out-of-hours and weekend work to support projects and changes.

The role would suit a highly driven self-motivator, with a strong desire to meet a challenge and deliver.

4.1.       Purpose

•           Have a full and complete understanding of the technology used to deliver services to the firm, including the creation and maintenance of the documentation for all services.

•           Be a key technical resource and/or technical lead ensuring the delivery of IT projects to a high level.

•           Proactive member of the wider global IT team providing services to all offices within an International Firm.

•           Maintain the most appropriate service designs to support the firm, review regularly taking into account established best practices and technologies.

•           Provide technical guidance to meet the current and future technical requirements of the firm.

4.2.       Responsibilities

•           Managing and maintaining the firms Microsoft Windows based operating system images on all desktop and laptops (Windows 7, 10, Office 2010, 2013, 2016) with Group policy and SCCM.

•           Application packaging, testing and deployment. SCCM, Orca, Group Policy.

•           Managing and maintaining the firm wide Microsoft and third party security patching schedule with SCCM.

•           Regular interaction with the global Service Desks to ensure effective handling of incidents and requests using the IT Team workflow management tool.

•           Undertake change submission role including submitting new change requests and attending the weekly CAB meeting. Includes creating and maintaining work plans for all changes.

•           Ensuring adequate user acceptance testing has been completed before deployment of application/changes

•           User administration – create/delete/move objects in AD.

•           Strong understanding of all services offered and a high level of confidence working with the technology at hand is expected

•           Ownership of dedicated and specified services, whilst still working effectively as part of a team.

•           Take ownership of problems and incidents (P1 - P5) in relation to all services within the Desktop team.

•           Manage the deployment, monitoring, maintenance, development, upgrade, and support of services.

•           Work with stakeholders to define systems requirements for new technology implementations.

•           Make recommendations on hardware and software assessments and upgrades.

•           Contribute to the drive of automation and continuous improvement of services and support.

•           Establishing processes and procedures to improve and support globally service delivery.

•           Ensure operational documentation is up to date and distributed where needed.

•           All assigned development, project, continuous improvement and proactive maintenance tasks are completed as required and progress reported, including risks and issues.

•           Feed into Major Incident Management and Problem Management processes.

•           Keep up to date on the latest technologies and solutions and conduct research into their potential application in the firm.

•           Work within the RPC project methodology for all projects.

•           Comply with, support and assist in the development of firm security systems, policy and procedures.

•           Fulfil responsibilities in the event of an emergency or disaster in adherence with BC/DR policies.

4.3.       Knowledge, skills and experience

4.3.1     Experience Desired

•           Extensive experience managing and maintaining large scale desktop OS deployments.

•           MCSE or equivalent.

•           Extensive experience of managing and supporting the following:

          SCCM and MDT

          Application packaging

          Active Directory and Group Policy

          Security Patching

•           University degree in computer science or information systems.

•           At least three years’ experience in a similar position as a hand on technical resource, preferably in a professional partnership.

•           Proven experience in the delivery of IT services including the planning and development of.

•           Designing IT solutions and proven hands on implementation experience.

•           Exposure over many years to a wide variety of applications and technologies.

•           In-depth knowledge of applicable data privacy practices and laws.

•           Understanding of project management principles and application.

4.3.2     Attributes

•           Displays an adaptable and flexible working style, remaining calm under pressure, adjusting comfortably to changing conditions and priorities.

•           Weekend work will be required for scheduled maintenance or project work. There is an expectancy that every reasonable effort will be made to attend when required.

•           Demonstrates excellent communication skills, able to present key points of an argument persuasively.

•           Ability to develop and present ideas and reasoned arguments clearly and concisely.

•           Flexible and happy to work outside normal working hours when required.

•           Strong analytical and problem solving skills, the ability to systematically break down complex issues and tasks into manageable pieces.

•           Demonstrates a ‘can do’ attitude under pressure while keeping a clear understanding of user impact.

•           Highly self-motivated and directed with excellent interpersonal skills.

•           Keen attention to detail.

4.3.3     Commercial and client focus

•           Strong client service orientation.

•           Interest, understanding and application of clients’ business goals and ITs place in achieving them.

•           Ability to present ideas in business-friendly and user-friendly language.

4.3.4     Deliverables/success indicators

•           Reliable, tolerant and resilient IT systems.

•           Maintain documentation detailing the current infrastructure configuration states of given environments.

•           Management and use of Change Management, task/project management, and other operational/RPC departmental systems.

•           Maintenance schedules for network and systems equipment in place.

•           Partners satisfied with the performance of IT systems.

•           Staff motivation high and turnover low.

4.3.5     Software

•           SCCM Current Branch, MDT, PowerShell, ADK, WMI, SQL server and scripts, Microsoft Reporting Server

•           Windows 7, 10 Enterprise OS, WinPE, BIOS\UEFI Secure Boot configuration

•           Windows Server 2008, 2012, 2016

•           Hyper V 2012/2016, VMWare

•           Citrix XenApp 6.5 or above

•           Active Directory 2008, 2012, 2016

•           Microsoft Office Standard/Professional 2010, 2013, 2016, Lync, Visio, Project

•           eDOCS Document Management, Aderant Expert Time, Desktop Fax (RightFax), Customer Relationship Management (InterAction), BigHand

•           BitLocker, Sophos AV, Cisco AMP, Cloud proxy

4.3.6     Hardware

•           HP, Dell, Lenovo PC/Laptops

•           Surface Pro

•           HP Printers

•           MFDs


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