Functional Support Analyst/Trainer

Job Titles:
IT, Telecomms and Communications
£40,000 to £45,000 per annum
Contract Type:


Job Details:


Days/Hours of Work - Monday - Friday / 8 hour shift between 08.00 - 18.00 (as agreed with Global Functional Support Manager)

As one of a team of six reporting into the Global Functional Support Manager (2nd Line Support), the Trainer & Functional Support Analyst is responsible for delivering quality and efficient functional support to all users in London office.

Support is provided via a number of channels such as classroom-based training, eLearning, floorwalking and 1-2-1 desk-side visits. The incumbent will be responsible for assisting the Global Functional Support Manager in providing the right blend of these to ensure that we optimise the use of the team's time and resources, and minimise the impact on fee earners' time.

As the Firm moves to a multi device model, this support will need to focus on deep, expert knowledge of our core business software whilst retaining an up to date knowledge of the different devices that the software can be accessed from. This particular role holder will have extensive expertise and experience in Apple OSX and iOS, as well as Android, to help drive our consumerisation strategy forwards.

Whilst the team is London based and focused, it is also responsible for helping to ensure consistency of functional support to all users. To that end, some international support and travel is expected.

Key Responsibilities:


  • Provide professional training services to our London users and deliver high quality training material which optimises the use of team time and resources.
  • Develop eLearning courses and other online tools to provide short, self-help methods of supporting our users globally.
  • Take the trends and best practice from the consumer market (youtube videos etc) and bring them in to the corporate environment.
  • Floorwalking/Functional Support
  • Increase the functional knowledge of our users through a mix of eLearning and written material, floorwalking and 1-2-1 desk-side visits.
  • Own, resolve and escalate Remedy calls, working with other resolution teams when necessary. Where calls need to be escalated to another team, ensure that ownership has been transferred.
  • Ensure that you continue to adapt to the ever changing face of technology, with users having services on many different hardware and software platforms.

Knowledge Management

  • Maintain expert knowledge of our applications and their business use
  • Ensure that all knowledge is documented within the Knowledge Base and disseminated to IT teams across the globe.
  • Ensure that knowledge within the Knowledge Base is routinely reviewed and maintained.
  • Client Focus
  • Maximise face-to-face contact with the user in any interaction, whilst being mindful of the fact that we are working with typically time-starved users.
  • Provide a high degree of initiative and a willingness to accept ownership of tasks, keeping the client's interests at the forefront of all activity.
  • Ensure that any issues are dealt with promptly and remediated appropriately.
  • Global Support
  • Help to define and agree global principles and standards and aid international offices with their implementation of these principles and standards.
  • Where required and without affecting BAU in London, provide on-site support to international offices.

Skills and Qualifications:

  • Educated to degree level or equivalent industry experience
  • Ideally applicants will have a training certification such as TPMA (LPI/IITT)
  • ITIL Foundation or above preferable
  • Extensive experience of performing an IT functional support/training role in a professional environment.
  • Extensive experience of delivering IT functional/Training support using a range of different channels, including classrooms, eLearning, written material, floorwalking and 1-2-1s.
  • Extensive experience of designing and developing eLearning modules (preferably using Adobe Captivate).
  • Extensive experience of delivering Microsoft Office (Office 2013 preferable) and SharePoint related support/training
  • Strong working knowledge of the range of document production used in the legal sector.
  • Highly professional individual who can thrive in a challenging and demanding working environment - the role holder will be a critical factor in helping users engage better with existing and new technology in an environment where the users are typically under high pressure.
  • Experience of working in the legal sector or a similar professional services type organisation an advantage.
  • Strong relationships skills. Confidence in communicating at all levels in both Practice Areas and Business Services.
  • Face to face user engaging expeirence - confident and well spoken
  • Proactive and creative
  • Experience of interacting with global teams.