IT Support Specialist

Job Description

As an IT Support Specialist, you will play a crucial role in providing technical support, troubleshooting issues, and ensuring the smooth operation of our IT systems.If you have a passion for delivering excellent customer service, strong technical skills, and the ability to work collaboratively in a fast-paced environment, we want to hear from you!What you’ll be doing as an IT Support Specialist:Service Desk:

• Record and manage incidents and service requests on the Service Management software, ensuring accurate documentation and timely resolution.
• Investigate and resolve technical issues assigned to you, providing prompt and effective support to our clients.
• Collaborate with internal and external stakeholders, IT support personnel, and external suppliers to address incidents and deliver solutions.
• Keep the Service Desk application and colleagues updated on the status of incidents, ensuring effective communication throughout the resolution process.
• Assist with Problem/Incident Management, actively participating in identifying and resolving problems affecting our IT environment.
• Conduct virus checks on removable media as needed.
• Install software and provide support for conferencing software and equipment.
• Maintain a visible presence on client floors to develop strong relationships and act as an ambassador for IT.

Maintenance and Administration:

• Manage and update antivirus and desktop security systems to ensure the security of our IT infrastructure.
• Prepare, reconfigure, and distribute equipment for new staff members.
• Collaborate with the Service Delivery Manager to keep systems up to date with starters and leaver information.
• Handle the removal and disposal of redundant equipment.

Documentation:

• Tag and log all IT assets, maintaining accurate records.
• Adhere to IT software license procedures and information security protocols.
• Contribute to and update documentation for IT Service Desk procedures.
• Share technical knowledge and insights in the IT knowledge base.

What we are looking for:

• Demonstrate consistent and continuous high levels of client service.
• Excellent troubleshooting skills and strong technical proficiency.
• Effective communication skills and a professional telephone manner.
• Strong team-oriented approach with the ability to collaborate and support colleagues.
• Excellent organizational skills and the ability to work independently.
• Ability to communicate effectively with individuals at all levels of technical ability.
• Minimum of a grade B in at least 6 GCSEs and a minimum of a grade C in at least 2 A levels.
• Demonstrable experience in an IT Service Desk environment, including 1st and 2nd line support roles.
• Proficiency in Desktop Operating Systems and Applications, ideally Azure, Intune, and M365.
• Experience in packaging and deploying software using SCCM.
• Familiarity with antivirus software, computer checks, and root cause analysis.

Our office is based in Leeds and this role is offered on either a hybrid (min. 2 days per week in the office) or fully office-based basis.Why join Walker Morris:When you’re looking for a job, we know it’s about more than just the role. That’s why we provide the support you need to develop and grow your career. We’ve hybrid and flexible working, so you can make work and life work together for you. Walker Morris isa top 100 commercial law firm where you don’t have to fit a mould, so you can bring your full self to work and our commitment to a meaningful work life balance means you can take your full-self home again too!We’ve recently launched the new Walker Morris brand, which brings to life what it’s really like to work with and within the firm. What it really comes back to is our purpose, to forge your own path. It means we’re 70% corporate professional law firm butwith 30% individual expression – meaning we’re personal, modern and have a drive for innovation.What we offer:

• Hybrid working – split your time between home and our office, with a minimum of 2 days in the office per week
• Annual Leave – minimum of 25 days per year, increasing to 31 days with length of service. Also – buy/sell holidays up to 5 days per year
• Bonus Scheme – our annual bonus scheme recognises outstanding contributions to the firm and our ambitions. All colleagues are eligible subject to meeting the criteria of the scheme.
• Pension – saving for retirement Let us do the hard work for you. We auto-enrol all eligible colleagues in to a workplace pension and we contribute a minimum of 5% of annual salary
• Life Assurance – 4x your annual salary in the event of a death in service

At Walker Morris we are working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. We particularly welcome applications from Disabled, Black, Asian and Minority Ethnic as well as LGBTQ+ and non-binarycandidates. Each individual brings their own unique capabilities, experiences and characteristics to their work, so you don’t have to meet all the requirements listed to apply for this role.