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Job Title

IT Servicedesk Engineer

Closing Date

22-Jan-2021

Department

IT

Job Location

Bristol

Role

Business Services

Description

Our IT department has an exciting opportunity for a Servicedesk
Engineer to join their team. The purpose of this role is to provide
telephone, email and remote access support to users across multiple UK
and international offices.

Your working pattern will be 35 hours per week, on a rota basis with
the team covering Monday – Friday 7.00am – 7.00pm. Although usually
based in the Bristol Office, at present due to the UK Government
guidelines, working from home will be required but some office
attendance is currently based upon a team-wide rota.

About us

Osborne Clarke is an international legal practice with over 270
Partners and more than 900 talented lawyers in 25 locations*. Our
sector-based approach enables us to help our clients tackle the issues
they are facing today, and prepare for the ones that they will face
tomorrow. Advising them both comprehensively and commercially. We love
working closely with our clients on new deals, products and solutions
which will transform their businesses, markets and even sectors. And
our unique approachable culture is not an added extra, it’s
fundamental to our success.

What you'll do

The main purpose of this role is to manage the resolution of computer
software and hardware problems and assist in the maintenance of our IT
systems and processes. You'll do this through providing telephone,
email and remote support to all of our internal users and occasionally
providing client site support when required.

Main duties will include:

* Maintaining timely and quality incident closure, aiming for
first-time fixes where possible and escalation to next level where required

* Liaising with users in a timely manner ensuring full and correct
information is collected and entered into the incident record

* Always ensuring that IT solutions are relevant to the business
need and developed to meet end user requirements

* Monitoring incidents to identify frequently arising issues and
assist in the delivery of user coaching to resolve these

* Managing your own workload and incident queue whilst monitoring
the main ServiceDesk queue for new incidents and requests, ensuring
all calls are kept up to date

* Helping with the dissemination of skills and knowledge throughout
the Technology Services team and actively collaborate with other
members of the IT team to distribute workload effectively

* Creating and maintaining knowledge documentation for implemented resolutions

* Keeping up with advances in technology, new software and hardware
in order to serve as an advisor in the business

* Ensuring all asset details are maintained in the asset database

* Understanding and demonstrating a full understanding of
information security and data security policies, best practices, and implications

You'll be

We are looking for someone who has a combination of strong and
demonstrable customer service skills, as well as general technical experience.

Additionally you will be;

* A strong team player committed to assisting colleagues wherever
necessary to maximise the effectiveness of the entire IT department

* Able to work autonomously and to schedule own resource appropriately

* A creative thinker skilled at solving problems for users

* Focussed on and able to work to or exceed agreed Service Levels

* Willing and able to be flexible in working practices

* Good at time keeping and be flexible around hours should the
Business require you to do so

Technical support experience is required in the following areas:

* Technical support experience gained in a Microsoft environment
with a high level of problem solving, including Windows 10, Active
Directory, Microsoft Office suite and Microsoft Exchange 2010 / 2016

* Skype for Business Telephony System, Document Management Systems,
digital dictation and integrated products such as Kaspersky,
Rightfax, Interaction, Ecopy and Mimecast

* Mobile device support including troubleshooting and administration
of BYOD solutions and iPhones

* Experience of Remote Access/flexible working support

* Knowledge of printer/scanning technologies and support

* Essential to have experience using workflows and helpdesk business
service tools, including incident / case management systems

* Knowledge of ITIL best practice would be favourable. ITIL
certification preferred but not essential

* Experience of working within a professional services environment
or with legal applications would be desirable

Applications

To submit your application please click on the link provided or if
you would like any further information about the role, please contact
in complete confidence, Chloe Tidcombe at -*******

No agencies please

*Services in India are pro
vided by a relationship firm

At Osborne Clarke, we are known for our open and inclusive
culture. We believe that by investing in the diversity and wellbeing
of our people, we create an environment where everyone can thrive to
be the best that they can be. This means recognising that our people
have lives and commitments outside of work. We have invested in
connected working for our people and, where possible, we will
accommodate flexible working for all our roles.
Job Title

IT Servicedesk Engineer

Closing Date

22-Jan-2021

Department

IT

Job Location

Bristol

Role

Business Services

Description

Our IT department has an exciting opportunity for a Servicedesk
Engineer to join their team. The purpose of this role is to provide
telephone, email and remote access support to users across multiple UK
and international offices.

Your working pattern will be 35 hours per week, on a rota basis with
the team covering Monday – Friday 7.00am – 7.00pm. Although usually
based in the Bristol Office, at present due to the UK Government
guidelines, working from home will be required but some office
attendance is currently based upon a team-wide rota.

About us

Osborne Clarke is an international legal practice with over 270
Partners and more than 900 talented lawyers in 25 locations*. Our
sector-based approach enables us to help our clients tackle the issues
they are facing today, and prepare for the ones that they will face
tomorrow. Advising them both comprehensively and commercially. We love
working closely with our clients on new deals, products and solutions
which will transform their businesses, markets and even sectors. And
our unique approachable culture is not an added extra, it’s
fundamental to our success.

What you'll do

The main purpose of this role is to manage the resolution of computer
software and hardware problems and assist in the maintenance of our IT
systems and processes. You'll do this through providing telephone,
email and remote support to all of our internal users and occasionally
providing client site support when required.

Main duties will include:

* Maintaining timely and quality incident closure, aiming for
first-time fixes where possible and escalation to next level where required

* Liaising with users in a timely manner ensuring full and correct
information is collected and entered into the incident record

* Always ensuring that IT solutions are relevant to the business
need and developed to meet end user requirements

* Monitoring incidents to identify frequently arising issues and
assist in the delivery of user coaching to resolve these

* Managing your own workload and incident queue whilst monitoring
the main ServiceDesk queue for new incidents and requests, ensuring
all calls are kept up to date

* Helping with the dissemination of skills and knowledge throughout
the Technology Services team and actively collaborate with other
members of the IT team to distribute workload effectively

* Creating and maintaining knowledge documentation for implemented resolutions

* Keeping up with advances in technology, new software and hardware
in order to serve as an advisor in the business

* Ensuring all asset details are maintained in the asset database

* Understanding and demonstrating a full understanding of
information security and data security policies, best practices, and implications

You'll be

We are looking for someone who has a combination of strong and
demonstrable customer service skills, as well as general technical experience.

Additionally you will be;

* A strong team player committed to assisting colleagues wherever
necessary to maximise the effectiveness of the entire IT department

* Able to work autonomously and to schedule own resource appropriately

* A creative thinker skilled at solving problems for users

* Focussed on and able to work to or exceed agreed Service Levels

* Willing and able to be flexible in working practices

* Good at time keeping and be flexible around hours should the
Business require you to do so

Technical support experience is required in the following areas:

* Technical support experience gained in a Microsoft environment
with a high level of problem solving, including Windows 10, Active
Directory, Microsoft Office suite and Microsoft Exchange 2010 / 2016

* Skype for Business Telephony System, Document Management Systems,
digital dictation and integrated products such as Kaspersky,
Rightfax, Interaction, Ecopy and Mimecast

* Mobile device support including troubleshooting and administration
of BYOD solutions and iPhones

* Experience of Remote Access/flexible working support

* Knowledge of printer/scanning technologies and support

* Essential to have experience using workflows and helpdesk business
service tools, including incident / case management systems

* Knowledge of ITIL best practice would be favourable. ITIL
certification preferred but not essential

* Experience of working within a professional services environment
or with legal applications would be desirable

Applications

To submit your application please click on the link provided or if
you would like any further information about the role, please contact
in complete confidence, Chloe Tidcombe at -*******

No agencies please

*Services in India are pro
vided by a relationship firm

At Osborne Clarke, we are known for our open and inclusive
culture. We believe that by investing in the diversity and wellbeing
of our people, we create an environment where everyone can thrive to
be the best that they can be. This means recognising that our people
have lives and commitments outside of work. We have invested in
connected working for our people and, where possible, we will
accommodate flexible working for all our roles.
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