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Job Description
About the Team
The ICT department provides comprehensive services to all members of the firm. The ICT Helpdesk team offers 1st to 3rd line support to over 600 computer users, predominantly senior fee-earners working under tight business deadlines, each with varying levels of IT system knowledge.
The Helpdesk is staffed according to a shift rota from Monday to Friday, handling approximately 100+ calls and emails daily, with a resolution rate of 75% on first contact. The team maintains a positive attitude and strong work ethic, contributing to the firm’s continued success and meeting the high expectations of fee-earners.
Job Description
This position provides 1st and 2nd line technical support to internal staff across the business and involves maintaining a comprehensive audit of technological equipment. The role is ideal for someone keen to develop a career in ICT support, showcasing excellent customer service skills and an aptitude for learning various applications and systems. Administrative support duties are also included, covering helpdesk operations for all nine office locations and remote/home users.
Main Responsibilities
- Monitoring and responding to help requests courteously via phone and email.
- Documenting user information and problem nature in the helpdesk system.
- Prioritising issues, escalating when necessary to a higher-level technician.
- Tracking problem-solving processes and documenting resolutions.
- Handling hands-on fixes, software and hardware installations, and configurations.
- Troubleshooting IT problems ranging from software issues to hardware troubleshooting.
- Setting up hardware using Microsoft Intune.
- Troubleshooting basic network connectivity, including ADSL broadband issues.
- Performing preventative maintenance on workstations and peripherals.
- Testing fixes to confirm resolution, and performing post-resolution follow-ups.
- Analysing resolution trends to prevent future issues and developing help sheets and FAQs for users.
About You
- Experience in IT Support environments.
- Enthusiasm for developing a career in IT.
- Reliable and punctual.
- Strong communication skills and telephone manner.
- Excellent organisational skills.
- Knowledge of Microsoft operating systems.
- Commitment to excellent customer service.
- Quick learner with the ability to retain information.
- Capable of presenting ideas in user-friendly language.
- Experience working in team-oriented, collaborative environments.
