About this role

• Award winning national private practice
• A firm with a strong reputation for having an authentic and inclusive culture
• Supportive and collaborative team environment

ABOUT THE ROLE

Reporting to the Service Desk Supervisor, you will provide high-quality first and second level IT support to meet the needs of our growing business, ensuring all Service Desk requests are handled in a polite, friendly and helpful manner. You will review, analyse and identify the nature and key causes of Service Desk queries with view to reducing overall volume.
Our Service Desk operates 8am - 6pm Monday - Friday and its team members work on a rotating 8-hour day shift.
The Service Desk also provides afterhours support, weekday evenings (6pm - 9pm) and weekends (9am - 5pm) which team members also work on an on-call basis via rotating shifts.

RESPONSIBILITIES

• Provide 1st & 2nd level support via phone, email, walk ups and the self-service portal
• Triage and prioritisation of incidents and requests in line with the Service Level Agreements
• Support a variety of enterprise and legal specific apps, such as O365, iManage, Mimecast, Aderant, Caseflow etc
• Hardware support for printers, VC equipment, laptops, mobile phones and other peripherals
• Creation of knowledge base documentation for both the Technology team and end-users
• Provisioning of new equipment such as laptops and mobile phones
• Timely escalation of incidents and problems to other Technology teams and 3rd party vendors
• Dedication to service delivery excellence though ongoing commitment to improving the Service Desk team
• Follow ITIL processes for incident, problem and change
• Account administration using Active Directory & other tools
• Management of assets within the CMDB

About this role

• Award winning national private practice
• A firm with a strong reputation for having an authentic and inclusive culture
• Supportive and collaborative team environmen