Job Description
Leading UK law firm is looking for an Operational Support Analyst to join their Information Systems team, focused on improving the day-to-day end user experience across the firm’s core systems.
This role sits within a supportive, service-led technology function that underpins the entire business. You will be the person making sure colleagues have a smooth, reliable experience with the tools they use every day, spotting issues early, fixing problems fast, and driving continuous improvements based on real user needs and feedback.
The role is office-based five days a week, with occasional travel to other UK offices.
As the Operational Support Analyst, you will be:
- Proactively analysing system and application usage to identify user experience improvements.
- Working with cross-functional teams to deliver system enhancements that increase user satisfaction.
- Providing expert technical support to keep systems reliable, stable, and performing well.
- Leading user research and feedback activity to understand pain points and priorities.
- Creating and maintaining clear system documentation, user guides, and knowledge base articles.
- Supporting hardware builds and configurations, as well as onboarding and offboarding for joiners, leavers, and movers.
- Taking ownership of common issues, documenting fixes, and helping prevent repeat problems.
- Joining regular training and development to build both technical and customer service capability.
- Supporting the wider business as needed when priorities shift and workloads change.
- Taking part in an on-call rota to provide essential support outside standard hours.
To be a strong fit, you will likely have:
- A strong technical support background with a genuine focus on end user experience.
- Experience in user experience engineering or a closely related technical role.
- Strong analytical and problem-solving skills, and calm delivery under pressure.
- Confident communication and collaboration skills across technical and non-technical teams.
- ITIL version 4 certification (highly desirable) and Microsoft Certified Professional qualification (preferred).
- Comfort working flexibly when required, including occasional extended hours.
This is a great opportunity to join a firm known for excellent service and a strong, people-first culture.
Interviews are starting shortly – send your Curriculum Vitae now if you would like to be considered