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Posted 13 days ago
Apply on company site
Location:
UK
Job type:
Permanent
Category:
*
Role and responsibilities

*
Experience required

*
Other information

Role and responsibilities

Understand the IT requirements of the firm and act accordingly to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent and professional service.

Issues will be raised with the Service Desk either by telephone, email or in person. All issues will be logged and assigned a priority. Where possible issues will be resolved during first contact.

This role will predominately be desk based but there may be opportunities to resolve issues in person, floor walk or be involved in project work.

* Contribute to the effective operation and management of the Service Desk to ensure it provides quality, correct and timely information and service excellence to our internal clients
* To ensure all calls to the Service Desk are logged and review weekly stats to help drive forward service improvements
* Take the lead in receiving, logging and prioritising issues by telephone, email or in person whilst managing and owning individual ticket queue within the Service Management solution
* Escalate issues that cannot be resolved within the defined timescale/SLA either internally or to Third Parties
* Provide day-to-day user support and liaise between the IT Service Desk the practice groups to resolve issues
* Manage and support of desktop and laptop computers
* Manage and support iPhone, iPad and Android devices
* Support remote/homeworkers on Windows and Apple OS
* Manage user administration (Active Directory)
* Managing spare PCs, upgrades, and replacements
* Maintain server room including racks, cabinets, and storage
* Configure new starter setup, account, hardware, and software configuration
* Ensure asset register is current and up to date
* Update knowledge management system with relevant tips and guides
* Manage end user administration such as joiners and leavers
* Set up Teams/Zoom calls, conference facilities, webinars and other AV equipment as required
* Participate in 24/7 On Call rota (1 week in 3/4)
* Perform other reasonable tasks as requested
* To actively engage in personal development within the role

Experience required

Essential skills and experience:

* Excellent communication, customer service skills and attention to detail
* Excellent problem-solving skills
* 3 years' previous IT experience – legal experience advantageous
* Highly motivated; willing to continually update knowledge and skill sets
* Analysis and troubleshooting skills of all IT incidents
* Flexibility: may occasionally be required to work evenings/weekends
* Efficient with good planning skills
* Ability to perform well under pressure and use initiative
* Ability to identify business impacting incidents and escalate according to the escalation process
* Ability to work effectively alone and within your team/group or project, under the appropriate supervision
* Previous legal or professional services experience would be advantageous
* Citrix
* Microsoft Office 365/2019 (intermediate to advanced)
* Microsoft Windows 10
* Microsoft Active Directory
* Working knowledge of Microsoft Windows 2012/16 Server
* Working knowledge of iManage or similar document management system
* Working Bighand or similar digital dictation software
* Knowledge of remote working solutions, e.g. VPNs and mobile technology
* Knowledge of building PC’s, imaging technology and troubleshooting support issues
* Good understanding of networking

Desired skills and experience:

* ITIL Foundation Certification
* Previous experience in managing audio visual equipment
* Knowledge of intranets/extranets
* Experience of working on a Service Desk in a legal environment – second line support would be particularly advantageous
* Mitel Telephony incorporating Micollab

Other information

This is a full time, permanent role covering hours that are based on a shift rota covering core hours of 08:30 – 17:30 Monday to Friday with one hour for lunch.

You will be required to take part in the Out of Hours on Call rota covering weekends and evenings.

In return we’ll offer you:

* Competitive salary and bonus potential

* All the benefits you’d expect from working for a dynamic and innovative law firm

* A highly regarded and supportive team environment.
*
Role and responsibilities

*
Experience required

*
Other information

Role and responsibilities

Understand the IT requirements of the firm and act accordingly to ensure these requirements are met in a timely and structured way, following escalation processes to ensure a consistent and professional service.

Issues will be raised with the Service Desk either by telephone, email or in person. All issues will be logged and assigned a priority. Where possible issues will be resolved during first contact.

This role will predominately be desk based but there may be opportunities to resolve issues in person, floor walk or be involved in project work.

* Contribute to the effective operation and management of the Service Desk to ensure it provides quality, correct and timely information and service excellence to our internal clients
* To ensure all calls to the Service Desk are logged and review weekly stats to help drive forward service improvements
* Take the lead in receiving, logging and prioritising issues by telephone, email or in person whilst managing and owning individual ticket queue within the Service Management solution
* Escalate issues that cannot be resolved within the defined timescale/SLA either internally or to Third Parties
* Provide day-to-day user support and liaise between the IT Service Desk the practice groups to resolve issues
* Manage and support of desktop and laptop computers
* Manage and support iPhone, iPad and Android devices
* Support remote/homeworkers on Windows and Apple OS
* Manage user administration (Active Directory)
* Managing spare PCs, upgrades, and replacements
* Maintain server room including racks, cabinets, and storage
* Configure new starter setup, account, hardware, and software configuration
* Ensure asset register is current and up to date
* Update knowledge management system with relevant tips and guides
* Manage end user administration such as joiners and leavers
* Set up Teams/Zoom calls, conference facilities, webinars and other AV equipment as required
* Participate in 24/7 On Call rota (1 week in 3/4)
* Perform other reasonable tasks as requested
* To actively engage in personal development within the role

Experience required

Essential skills and experience:

* Excellent communication, customer service skills and attention to detail
* Excellent problem-solving skills
* 3 years' previous IT experience – legal experience advantageous
* Highly motivated; willing to continually update knowledge and skill sets
* Analysis and troubleshooting skills of all IT incidents
* Flexibility: may occasionally be required to work evenings/weekends
* Efficient with good planning skills
* Ability to perform well under pressure and use initiative
* Ability to identify business impacting incidents and escalate according to the escalation process
* Ability to work effectively alone and within your team/group or project, under the appropriate supervision
* Previous legal or professional services experience would be advantageous
* Citrix
* Microsoft Office 365/2019 (intermediate to advanced)
* Microsoft Windows 10
* Microsoft Active Directory
* Working knowledge of Microsoft Windows 2012/16 Server
* Working knowledge of iManage or similar document management system
* Working Bighand or similar digital dictation software
* Knowledge of remote working solutions, e.g. VPNs and mobile technology
* Knowledge of building PC’s, imaging technology and troubleshooting support issues
* Good understanding of networking

Desired skills and experience:

* ITIL Foundation Certification
* Previous experience in managing audio visual equipment
* Knowledge of intranets/extranets
* Experience of working on a Service Desk in a legal environment – second line support would be particularly advantageous
* Mitel Telephony incorporating Micollab

Other information

This is a full time, permanent role covering hours that are based on a shift rota covering core hours of 08:30 – 17:30 Monday to Friday with one hour for lunch.

You will be required to take part in the Out of Hours on Call rota covering weekends and evenings.

In return we’ll offer you:

* Competitive salary and bonus potential

* All the benefits you’d expect from working for a dynamic and innovative law firm

* A highly regarded and supportive team environment.
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