Buzzacott is a passionately independent and growing professional services firm. We are based in the City of London, with a satellite office in Hong Kong.

We are partner led and focused on people – our team and our clients. We combine market leading sector expertise and excellent service capability to provide exceptional service in our chosen markets.

Team overview

We are a high performing team that provides integrated, reliable, and secure technology solutions to enable our colleagues to work efficiently from anywhere. Alongside a busy support function, we strive for digital excellence and introduce exciting modern technology to the firm, providing new tools and innovative solutions to help drive the growth and development of Buzzacott.

Role Overview

The role of Technology Support Analyst will be expected to operate at the Skills for the Information Age (SFIA) Development and Implementation discipline, Level 3, in order to provide additional IT service support resource to the Technology team in support of our growing business needs and requirements. This role will provide support service delivery of the technology estate, provide face to face and remote support to the organisations internal staff and assist with supporting other functions of the IT team to deliver first class service.

Duties and Responsibilities

Technology Service Support

• Support all technology systems and software across the firm including AV technology and in-meeting room technology solutions.
• Provide face to face, remote and telephone support where appropriate.
• Support and promote an ITIL framework of working covering, incident, problem and change.
• To work closely with the full Technology Team to deliver first class service, improve team profile, response times and deliver timely resolutions.
• Ensure the ticketing systems is properly maintained, and calls, as well as users, are updated on and actioned in accordance with agreed timescales.
• Review the ticketing system to identify trends, recurring issues and escalate as appropriate.
• Maintaining asset registers for all devices.
• Assist with the implementation of new software and practices for internal clients.
• Work with the Technology Team to identify best practice, continual service improvement, and future development opportunities.
• Work with Outsourced Security advisors to ensure the firm continue to improve security posture.
• Review and update procedures of all areas of technology to ensure that they are appropriate and in accordance with best practice.
• To be fully familiar with the firm’s technology compliance policies including backup, antivirus, data protection, security and confidentiality.
• To engage with vendors when dealing with support issues and/or maintaining vendor relationships.
• Work in collaboration with the wider IT team where applicable to support delivery of IT projects.

Skills and Experience

• Have previous experience in a Technology Support role within a ITIL principled environment.
• Have Microsoft 365, Azure, Intune, Microsoft Teams, and Windows 10 experience.
• Possess a good knowledge of PC and related hardware and software troubleshooting.
• Have knowledge of networks and networking principles.
• Have experience delivering user training and developing accurate customer and engineer documentation.
• Have exceptional customer/relationship management experience.
• A good understanding of AV and conference facilities.
• Have 5 GCSEs (A-C), including English.

You will have excellent time management, troubleshooting and communication skills with a desire to automate and think of the bigger picture when resolving issues, your outstanding interpersonal skills will allow you to support customers at all levels with the ability to remain calm and focused within pressurised environments.

To find out more about the team, please click here.

To find out more about life at Buzzacott, please click here.

To hear from team members across the firm on their experience of life at Buzzacott, please click here.

If you are interested in this role, we encourage you to apply directly via the “Apply” button at the top of the page. When applying, please include your salary expectations and let us know what interests you about the role. Alternatively, if you would like to talk to a member of our HR Team about the vacancy before applying, contact us at recruitment@buzzacott.co.uk

Please note: Our HR Team review and respond to all applications.

No agencies please.