-1st, 2nd Line Helpdesk Support Technician

Search Consultancy
09 Sep 2017
07 Oct 2017
Contract Type

A leading, forward thinking Legal organisation requires a 1st/2nd line Helpdesk/Support Technician.

Great career path with sector recognised training/certificates for the right individual - GBP22,000 to GBP26,000

Experience Skills:

* Superb communication skills, telephone manner and face-to-face - essential
* Excellent organisational and prioritisation skills
* 2 years previous IT support experience required
* Previous experience of autonomous role would be beneficial
* Incident Management experience - managing incidents through to resolution with an appreciation of business impact and effective communication
* Experience of AD administration
* Experience of WIN 7/8/10
* Experience of Office 2010/2013/2016
* Experience of Server 2008/2012
* Application deployment via SCCM 2012
* Experience with using and troubleshooting Outlook 2010/2016 within a corporate environment (permissions, calendar sharing, delegation)
* Experience of administering Exchange 2010
* Experience of using and troubleshooting Filesite (Worksite) with a legal firm environment
* A self-motivated, pro-active individual who gains satisfaction from delivering customer focused services


* ITIL V3 Foundation qualification (or willing to attend the course and sit exam) - essential
* CompTIA A+
* CompTIA Network +

Key responsibilities:

* To act as the main point of contact for all related IT issues and requests for a particular site/sites and to take responsibility for minimum downtime of key services:
o Telephony
o Desktop support
o Printers
* Receiving of logged incidents or requests from the Service Desk and dealing with these accordingly
* To prioritise all incidents correctly so that those of a greater impact to the business are dealt with first
* To plan request fulfilment into the working day, taking into consideration the customers' requirements and availability
* Configuration and provision of new hardware
* Liaising with the Service Desk to ensure that all SLA's are met and providing information to be given to the customer should a breach happen
* Escalation to the Regional Support Supervisor any tickets that are close to their SLA or are not able to be resolved. May require a problem being raised
* To ensure that all tickets are updated fully in the ITSM tool and that the customers details are checked and amended where needed
* 1st and 2nd line support - troubleshooting business applications, shared applications, hardware, mobile, telecoms and printers
* Troubleshoot network issues and be able to patch cabling correctly to ensure minimal interruption is experienced by the customer
* To ensure that an accurate record of all company IT assets within the ITSM is kept and that all issues/fixes are recorded against the correct item
* To maintain a high degree of customer service for all on-site support queries
* Publish solutions to problems within the ITSM so as to pro-actively share information, avoiding silo mentality
* Administration of AD - ensuring compliance of all company policies
* Project support and deployment as required
* Liaise with 3rd party vendors, ensuring that they adhere to specified SLA's and escalating where these are about to fail
* Any other reasonable task as required by the IT management team

Our range of benefits includes:
* Up to 27 days' holiday per annum with the opportunity to buy or sell up to three days
* Pension contributions with employer contribution up to 5%
* Life assurance cover
* Private medical cover
* Critical illness cover
* Permanent health insurance
* Dental care
* Childcare vouchers scheme
* Employee assistance programme
* Staff commission scheme
* Long service award
* Cycle to work scheme
* Payment of professional subscriptions
* Full training and development programme
* Discretionary bonus scheme
* Additional flexible benefits including health screening and a range of insurances available at a subsidised cost
* Interest free season ticket loan

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.