ABOUT YOU

As the role is varied, we are looking for you to have a flexible approach to the work you do and be able to adapt to different tasks. We also require you to have:

Colleague Experience and Support

• As part of the Service Desk Team undertake the day-to-day staffing of our service desk, working with immediate colleagues to ensure that queries, requests and incidents are logged, assessed, actioned within the IT Team in a timely fashion and escalated as appropriate.
• Be responsible for the timely creation and maintenance of quality documentation for all colleagues, helping users make the most of IT services
• Present a pleasant, helpful and professional demeanour when dealing with customers
• Assess and allocate incident and request tickets within the service desk software syste

PLEASE NOTE: THIS ROLE IS NOT ON THE LIST OF OCCUPATIONS ELIGIBLE FOR SPONSORSHIP UNDER THE SKILLED WORKER ROUTE

Reporting to the Service Desk Team Leader, you will be responsible for providing excellent IT support for the business. A key aspect of the role is staffing the service desk and being our colleagues’ primary point of contact with the IT Team, ensuring that through good communication, effective processes and procedures and excellent documentation we help the business continue with its success.
We are looking for team player with a confident telephone manner, good communication skills, good technical skills/knowledge appropriate to 1st line support and to be able to deliver quality support within an agreed time frames.
Your key duties and responsibilities will include:

Colleague Experience and Support

• As part of the Service Desk Team undertake the day-to-day staffing of our service desk, working with immediate colleagues to ensure that queries, requests and incidents are logged, assessed, actioned within the IT Team in a timely fashion and escalated as appropriate.
• Be responsible for the timely creation and maintenance of quality documentation for all colleagues, helping users make the most of IT services
• Present a pleasant, helpful and professional demeanour when dealing with customers
• Assess and allocate incident and request tickets within the service desk software system

IT Support

• Provide user support, including working with IT hardware, software, Audio-Visual support, computer and printer management and user accounts, primarily in a Microsoft Windows environment.
• Manage a case load of service incidents and standard requests, always ensuring that tickets are handled correctly and the service offering is to the highest standard
• Install and support commercial software packages and peripherals as required
• Answer queries relating to general Information Technology policies and services
• Resolve non-standard incidents, calling on your own experience, including troubleshooting complex software issues and dependencies
• Provide colleagues with ad-hoc training for supported systems and services, where appropriate
• Liaising and working with external suppliers and engineers, where appropriate

Business Analysis and Development
-
- Actively identify opportunities for improvement to the efficiency and quality of Service Desk area and the broader department, proposing changes to procedures, policies and services.
-
- Work with the Service Desk Team Leader to identify incident trends and proactive improvement opportunities to both help business colleagues be more effective and make IT services more efficient
-
- Communicate effectively at all levels of the business
-
- Keep own skills up to date, developing a depth or breadth of knowledge in an appropriate area through learning and practice
Support the continual improvement of services provided by IT Team
-
-
Other
-
- Hours will be as required to undertake the role, including the scheduling and attendance of works outside normal working hours.
-
- Carry out regular and ad-hoc site visits to Weightmans offices outside Liverpool, as and when required
-
- Undertake any other duties commensurate with the post.
This list is not intended to be exhaustive and you will be expected to perform other duties and have other responsibilities that fall within the wider remit of the role. You will also ensure that you consistently comply with the relevant Weightmans and client policies and procedures, and work in accordance with our values.