Systems and Support Analyst – Howells Legal

Systems and Support Analyst - Howells Legal (Cardiff)

Salary: £25,000 - £32,000
Office based, full time in Cardiff City Centre, UK
Closing Date: 29th July
Start Date: 3rd August

We are recruiting for someone who is positive, enthusiastic and enjoys working with people. The right person will be keen to learn and develop. Experience is not essential because we can teach you everything you need to know. You do not need to match all the job requirements.

Although the job title sounds technical, the role is much more about working with people, understanding how our systems support the business and helping the IT team with things like documentation and improving processes. It is a great opportunity to be part of an exciting team in a supportive environment.

Please Note:

This is not a Service Desk role. This role is primarily focused on business systems, systems documentation, process improvement and user engagement rather than day-to-day IT support.

Produce and maintain systems documentation and user documentation.

Deliver training to users on systems and applications.

Review ICT processes and recommend service improvements.

Maintain accurate documentation of systems, changes and support activities.

Assist with testing, upgrades and system implementations.

Support projects, integrations and business change initiatives.

Maintain confidentiality and undertake other duties as required.

Provide ongoing ICT support to users.

Deliver user training and guidance.

Produce and update system and user documentation.

Review systems/user processes and recommend improvements.

Support business-critical incidents and system changes.

Maintain and support business systems and applications.

Provide ICT support, troubleshooting hardware, software and user issues.

Review, diagnose and resolve system incidents, escalating where required.

Review systems and user processes to identify improvements and efficiencies.

Liaise with third-party suppliers where necessary.

Any other duties as directed by your line manager or Director.

What we're looking for:

Full UK Driver license and access to a car for travelling to and working at other sites throughout the week.

Willingness to learn Action Step, CMS System, SharePoint, Howells Systems and any other systems from a high-level IT and user perspective.

Bachelor's Degree in IT, Computer Science or a related discipline (or equivalent practical experience).

Experience working with Microsoft Windows, Microsoft 365 and standard business applications and understanding of information security, GDPR and data protection best practices.

Self-motivated, proactive, and able to work independently as well as part of a team.

Willingness to providing first and second line ICT support. Ability to be technically competent to provide this support. This also requires a degree of fitness as items such computers, monitors and desks have to be moved, built and set up.

Willingness to install, configure and troubleshoot a variety of software packages and business applications. Ability to learn to problem-solve, diagnose and resolve system and user issues understanding of logging, tracking and managing support requests through to resolution. Confident to handle support queries, requests and incidents from colleagues across the business.

Experience working with ICT staff, developers end users and stakeholders at all levels of the organisation.

Ability to deliver user training and provide guidance to users of varying technical abilities.

Strong ability to produce and maintain clear systems documentation, user guides and technical procedures.

Ability to review, analyse and improve systems, user processes and ICT procedures to increase efficiency and service quality.

Ability to gather user requirements and translate them into practical…