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Level 2 Support Analyst

Womble Bond Dickinson
Newcastle Upon Tyne, Tyne and Wear
Closing date
17 Jul 2023

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Job Details

Our IT team in Newcastle are looking for a Level 2 Analyst to join them on a full-time, permanent basis. Core hours are 9.00am-5.00pm, although projects and general IT support don't always fit within these hours so it would be great if you had some flexibility to support the team and business.

The team

First-class IT systems are absolutely key to the success of any business in today's commercial world and the legal sector is no exception. We pride ourselves on being at the forefront of technological advancements within the legal profession, something we've become so well known for. To remain competitive in our markets, and to continue supporting our growth strategies, our team of dedicated IT professionals have a key role to play, ensuring the integrity of the IT infrastructure, development of new systems and excellent support to all of our employees, and clients.

The role

You'll work as part of our national team of Level 2 Analysts reporting to the Team Leader who's also based in Newcastle. This is a role that will see you being involved in an ambitious list of project work – from new software roll outs, print fleets, mobile devices and desktop builds, through to office moves and migrations. As well as project work, you'll also be providing hands on system and application support as well as general IT service to all of our people. The role is varied, and you may find yourself setting up a new lawyer who has just joined the firm, setting up the technical equipment for the events team, or assisting a client with setting up their equipment and yes - replacing the keyboard of someone who has spilt their tea again.

Patience will be needed for the undemanding tasks like changing toners or replacing accessories, but will be rewarded heartily when sorting out significant issues or niggly bugs for people. As a key member of the wider Level 2 team you'll also assist with remote incident resolution across our other offices using appropriate mediums.

We have a Service Desk who deal with first line queries (based in Plymouth) and they need to be able to escalate queries to you. The services team as a whole, which includes the Service Desk, Level 2 support and IT Training work very closely together to deliver the best possible first time fix rate and endeavour to make the end to end support process seamless to our users.

What are we looking for?

This is a challenging role so naturally we have a 'wish list' of essential skills. It goes without saying that you'll have a strong technical background which includes a working knowledge of Windows 10 and Microsoft Office 365. It is also essential that you have experience of core fundamentals in troubleshooting Microsoft O/S environments.

It would be a distinct advantage if you have experience of involvement in deploying large scale projects, and product support knowledge of legal applications such as iManage document management, BigHand digital dictation and time recording / practice management systems. What is also crucial for success in this role is a real can-do attitude towards problem solving, a strong emphasis on team-work, and an ability to communicate effectively at all levels, both verbally and in writing.

You'll benefit from knowledge sharing within the team and will naturally embrace new technologies, ideas, and our business requirements. We need someone who is flexible, with a forward thinking approach, the ability to work to tight deadlines, and the drive and desire to make a clear difference within our firm.

What makes it great to work here?

We continually work hard to create an open culture that sets us apart from other firms. Our culture gives us much more of a human feel, emphasising that we're more than just suits!  We like and make time for each other enabling us to establish professional relationships that can often become lasting friendships. 

Through our D&I initiatives we create an environment in which difference is valued.  We have a Diversity and Inclusion Group, led by our Board Sponsor, which works with our colleague networks (we currently have firm supported networks for race, ethnicity, and cultural heritage, LGBTQ+, disabilities, families, and women's career development and we're in constant dialogue with our people about how we expand our networks to better support everybody).  We encourage applicants from all social backgrounds, ethnicities, disabilities, gender identities and sexual orientations. Please get in touch to let us know how we can give you the best possible recruitment experience.

As signatories to the Mindful Business Charter, it's important that our people are able to maintain healthy and happy lives, both in and out of work.  We have a number of resources and initiatives designed to support health and wellbeing, including our team of dedicated mental health first aiders.  We recognise that getting the right work life balance is a priority for all of us and we're very happy to talk flexible working, full-time or part-time working patterns.  We also recognise the challenges of relocation and post-pandemic return to the office.

And that's not all, alongside a competitive salary you'll receive a flexible benefits package so you can choose and vary the benefits that matter most to you.

Next steps

If this sounds like your next career move then please get in touch to find out more. No agencies please, we're an in-house recruitment team!

If this isn't the role for you (or the right time) why not connect with us on LinkedIn or follow us on Twitter and Instagram (@WBD_CareersUK) to keep up to date with all of our opportunities.  We also have a Facebook page (


Womble Bond Dickinson is a full-service transatlantic law firm, created on 1 November 2017 through the combination of UK firm Bond Dickinson and US firm Womble Carlyle.

A Top 100 law firm globally and Top 20 law firm in the UK, Womble Bond Dickinson has more than 420 partners and 1,000 lawyers based across 16 US cities and eight UK cities including a significant presence in London. The firm's reach also extends to Europe where it has strategic partnerships with other law firms in Germany and France. 

In the UK, Womble Bond Dickinson advises in excess of 40 FTSE 350 companies, many of the largest businesses in the country, government organisations and wealthy individuals. With a focus on eleven key sectors (Energy & Natural Resources; Financial Institutions; Healthcare;  Insurance, Manufacturing;  Real Estate; Retail and Consumer; Transport, Logistics & Infrastructure; Pharmaceuticals, Biotechnology & Life Sciences; Technology and Private Wealth) the firm’s experience allows it to build strong relationships and deliver an excellent service to clients.

Find Us
Womble Bond Dickinson
+44 (0) 845 415 0000

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