IT Support Analyst

**Pogust Goodhead** is a ground-breaking law firm that pursues class actions against the largest companies in the world on behalf of millions of individuals. Founded by Harris Pogust and Tom Goodhead in 2018, Pogust Goodhead is now the leading law firm in the world in its main practice areas and has been described as “the first legal unicorn,” it has raised over $300m in financial backing with work in progress of over $5bn.

**Pogust Goodhead** has offices across the United Kingdom (London, Liverpool, Edinburgh), United States (Philadelphia, Miami, San Diego, New Jersey), Netherlands (Amsterdam), and Brazil (Rio de Janeiro, Sao Paulo, and Brasilia); together with joint ventures with law firms in Germany, South Africa, Australia, and Peru.

**The overall purpose of the role**:
**IT Support Analyst - Hot Desk (Mid-Level)**

**Responsibilities**:

- Provide advanced technical support to internal employees, proactively and accurately resolving software, and network-related issues.
- Identify the origin of software faults, determining whether they stem from code-related problems or other causes, facilitating efficient diagnosis and resolution of issues.
- Manage and monitor the hot desk support system, ensuring all tickets are recorded, prioritized, and resolved within established SLAs.
- Collaborate with the software development team to identify, replicate, and rectify errors and glitches in the in-house software based on SAP.
- Actively participate in system implementation and upgrade projects, ensuring seamless integration with other corporate tools.
- Conduct training sessions and workshops to empower employees in optimizing the usage of available tools and systems.
- Maintain up-to-date technical documentation, creating standardized operating procedures and issue resolution reports.

**Requirements**:

- Bachelor's degree in Information Technology, Computer Science, or related fields.
- Proven experience in technical support and customer service, showcasing strong problem-solving skills.
- Proficiency in programming, with a solid command of [insert relevant programming languages for the company].
- Familiarity with the in-house software based on SAP.
- Desirable knowledge of UX (User Experience) and UI (User Interface) to ensure an intuitive and user-friendly experience.
- Fluency in English is mandatory with excellent verbal and written communication skills, the ability to translate technical terminology into user-friendly language.
- Proactive and self-managed, with a focus on efficient problem-solving.
- Team player, contributing effectively to achieving shared objectives.
- Relevant certifications in the IT field will be considered an advantage.

**Seniority Level: Mid to Senior**

**Personal Attributes: Proactive and self-driven with the ability to work independently.**

**Preferred locations: Rio de Janeiro**

**Benefits**

**POGUST GOODHEAD employee commitment**

At POGUST GOODHEAD we believe in championing personal growth and achievements, but first and foremost, we’re also a team, and a team is strongest when everyone feels that they are supported and valued as individuals.

We know that our team is the heart of POGUST GOODHEAD and that is why we make the following commitment to all our people:

- To be a meritocracy with a fair and transparent pay review process
- To offer opportunities for internal promotion
- To provide everyone with an honest and structured performance review process
- To provide a learning environment that supports its employees in becoming experts in their roles
- To give all POGUST GOODHEAD’s people opportunities to influence and improve how we work

Our commitment to building an inclusive workplace

POGUST GOODHEAD is an equal opportunities employer who believes passionately that our team should represent the diversity of the clients that we support. We are committed to providing a place of work that provides fair and equal career growth and learning opportunities to all its employees. We do not tolerate discrimination within our company, and we celebrate creating a culture offering opportunity for all, regardless of race, culture, gender, age, sexual orientation, socio-economic background, disability, or religious beliefs.