ABOUT THE ROLE

With the exciting news of the relocation and expansion of our London office, we are looking for a Service Desk Analyst to join the IT team.
With more than 850 employees Harrison Clark Rickerbys are an award-winning Top 60 UK law firm with 10 offices based across the UK. The primary purpose of this role is to join the service desk team in providing first line IT support.
Based in our new London office which is opening in July, and reporting to the Service Desk Team Leader you will provide IT support via remote support tools and in-person visits, you will work pragmatically and collaboratively with the wider, geographically disparate, IT team.
You will be responsible for delivering an excellent user experience, which reflects our position as a provider of high-quality legal services and underpins all our employees’ ability to deliver excellent service to their clients.
This position would suit someone with an interest in IT, who enjoys supporting people and providing excellent customer service. Around a years’ experience in IT support would be preferred but is not essential.

MAIN DUTIES:

• Triage and problem-solve 1st line issues, escalating to senior support or 2/3rd line for guidance, support, and resolution where necessary.
• Responding to, investigating and diagnosing incoming incidents and requests, received via HCR’s ITSM system or via the IT support phone line.
• Adhere to SLA’s, keeping users updated at all times.
• Leverage internal knowledge base to help users resolve their queries, work to identify new article requirements any required updates and assist with their completion.
• Installing and configuring operating systems and software.
• Maintaining the existing devices and peripherals to agreed standards by performing upgrades and new installations, as well as carrying out routine procedures.
• Maintaining a safe IT environment.
• Assisting in the compilation and maintenance of an accurate inventory of hardware and software
• Liaise with 3rd party support, for both hardware and software as appropriate
• Assist IT team on projects and other areas as and when required
• Identify and escalate areas of improvement within the HCR IT space
• Be visible to the firm by adopting different support approaches such as phone, email, teams and in-person visits.
• Traveling between HCR offices when necessary
• Participate in a shifted work pattern and in an out-of-hours support rota.