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    • Suppor Desk Operations: Assist in the daily operations of the IT support desk, ensuring high customer satisfaction and effective resolution of support requests.
    • View all Morton Fraser MacRoberts jobs - Edinburgh jobs - IT Support jobs in Edinburgh
    • Salary Search: IT Support Analyst salaries in Edinburgh
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IT Support Analyst
Morton Fraser MacRoberts
Edinburgh EH3
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Job details

Pay information not provided
Employee discount, Company pension, Private medical insurance, Cycle to work scheme, Car scheme
Edinburgh EH3

Full job description

At Morton Fraser MacRoberts we are a new style of law firm, independent by choice and a place where we make our own decisions and our people can have their own say. Our culture empowers all of our people to be the best they can be.

You'll get responsibility early on and the support to make great things happen. And because we understand that hard work comes from people who are empowered to be at their best more of the time, we offer an agile working environment.

We are charting our way to become the best in our field, so if you share our ambition, come chart your best course with us.


Summary of Role

The IT Support Analyst is responsible for providing first and second line technical support, assisting with troubleshooting efforts, and ensuring the smooth operation of IT systems within the firm. This role exists to support the IT Support Lead and Senior IT Support Analyst in delivering high-quality IT services to end users.

Please note this position is fully office-based.


Key Tasks

  • Provide Technical Support: Address basic technical issues, serve as the first point of contact for the IT support team, and ensure timely resolution of common problems.
  • Suppor Desk Operations: Assist in the daily operations of the IT support desk, ensuring high customer satisfaction and effective resolution of support requests.
  • Assist in Developing Support Processes: Collaborate with the IT Support Lead and Senior IT Support Analyst to develop and implement support processes, automation, and procedures to improve efficiency and service quality.
  • Collaborate with IT Team: Work closely with other IT functions to address technical issues, implement new technologies, and support IT projects.
  • Monitor and Report on Support Metrics: Assist in monitoring support metrics, identifying areas for improvement, and implementing corrective actions.


Qualifications and Experience

  • Educational Background: Some level of higher education in Information Technology, or a related field is preferred.
  • Professional Experience: Experience in a technical support role is desirable but not required. This is an entry-level position suitable for recent graduates or individuals with relevant technical skills.
  • Technical Skills: Basic knowledge of Windows OS (10/11), Microsoft 365, and other commonly used software applications.
  • Certifications: Relevant certifications such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate are desirable.


Person Specification

  • You have excellent communication skills, you are articulate, you communicate clearly, concisely and without any jargon.
  • You enjoy working within a team and autonomously on your own initiative.
  • You are personable and good at building and developing client relationships.
  • You are confident and you have a strong belief in yourself and your own ability.
  • You are committed to providing a good client experience and willing to put in extra time and effort when required


Here at Morton Fraser MacRoberts we believe in a positive work life balance and in an inclusive and friendly working environment.

We are proud to be a diverse and inclusive workplace where everyone is welcome. We know that a culture of inclusion drives great results, and we're committed to making sure all our people feel valued and empowered. If you need any adjustments or accommodations during the application process, just let us know in your application. We will support you every step of the way. If you have a disability and meet the basic requirements for the role, we will guarantee you an interview.

We offer a generous benefits package including:

  • Profit Related Pay
  • Pension Scheme
  • Private Medical Insurance for all employees (BUPA)
  • Holidays starting at 25 days plus 9 public holidays (plus birthday off)
  • Tax Efficient Car Lease Scheme
  • Cycle to Work Scheme
  • Life Assurance
  • Income Protection
  • Access to Comprehensive Wellbeing resources
  • Retail Discounts

We operate our business on an agile basis reflecting the needs of our clients and our people to deliver outstanding client service. We will agree a suitable office/homeworking arrangement with all candidates.

As signatories of the Armed Forces Covenant, we recognise the value that serving personnel, reservists, veterans and military families bring to our business. Please ensure you include any military skills and qualifications you hold when applying for a vacancy with us to ensure they are recognised during our recruitment and selection process.

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