IT Support Analyst

IT Support Analyst Location: Edinburgh Morton Fraser MacRoberts (MFMac) is a leading independent Scottish law firm, known for combining deep legal expertise with clear, practical advice that helps clients achieve their objectives. With more than 480 people across its Edinburgh and Glasgow offices, including 72 partners, the firm provides a full range of legal services to businesses, public sector organisations, charities, individuals and families. MFMac works with clients across the private, public and third sectors, supporting some of the UK's most recognisable organisations and institutions. Its client base includes the UK and Scottish Governments, Breedon Group plc, CALA Homes, Diageo, HSBC plc, the Ministry of Defence, NHS Scotland, Schuh, Skyscanner and SSE plc. Through its sector knowledge, collaborative approach and commercial focus, the firm delivers practical solutions to complex legal challenges. 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 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.