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IT Apprentice

Fieldfisher
Job LocationLondon
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract, full-time

Job Description

Outline of RoleWe have a great opportunity for an enthusiastic and hardworking individual to join our friendly IT team on an apprenticeship for 18 months. This role is an entry level into IT and will provide support to our Deskside Support team in our London Office, also working closely with other internal IT Teams across UK and European Offices. This vacancy sits within the wider IT Department, which comprises of the following core teams IT Service Desk , IT Training, IT Development, IT Projects and IT Technical Services, who provide key services to the Firm.The successful candidate will be responsible for management of the firms hardware assets, provide support to the Deskside Team and an ad hoc support as required. The hours of work will range between 09:00 - 17:00 start. This role reports into the IT Service Desk Team Leader. Responsibilities

  • To visit users at their desks to provide local support on pc hardware and printer issues.
  • Receiving, logging and managing calls from internal staff via telephone, email, self-service, verbal.
  • Deskside support - troubleshooting of IT related problems from in-house software to hardware, such as mobile devices, Laptops, PCs and Printers
  • Perform weekly 7th and 8th floor meeting room checks
  • Contact customers who have outstanding loan equipment
  • Log all incidents/requests in the Call Logging system (ServiceNow)
  • Regularly review and update incidents, ensuring that all tickets are dealt with in a timely and efficient manner and the customer is kept up to date.
  • Escalate unresolved tickets to the IT Service Desk Team Leader
  • To maintain a high degree of customer service for all support queries
  • Making effective use of all IT Service Desk tools including the call logging software, remote control tools and knowledgebase.
  • Advising the IT Service Desk Team Leaders of any potential customer issues or complaints.
  • Adhering to IT processes and documenting procedures and fixes when required.
  • To setup IT equipment for new starters, short term loan, such as laptops, memory sticks and data cards.
  • Manage and maintain stock levels and ensure the IT Deskside Support Team leader is made aware to ensure we make an order if stock is low
  • To manage, reassign and escalate tickets efficiently either technically or to Management
  • To ensure that all calls are dealt with as quickly as possible to minimise downtime to the user base.
  • Effective use of all IT Service Desk tools, including call logging software, remote control tools, Contact Centre and software deployment tools when necessary.
  • Achieve and exceed all customers expectations for level of service.
  • To be able to work effectively within the IT Service Desk Support team.
  • Ad hoc support as requested by the IT Service Desk Team Leader
    • Key Skills & Experience
  • Excellent customer service skills
  • Basic knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2016
  • Ability to work in a team environment, collaborate with your peers on bugs and update fixes into the Knowledge Base
  • Ability to work under pressure
  • To be able to manage workloads effectively
  • To be able to work within time constraints.
  • To be confident, proactive and professional at all times.
    • Experience in the following systems would be desirable:
  • Basic knowledge of Active Directory administration.
  • Windows 10
  • Skype for Business
  • Microsoft Office 2016
  • WinScribe Digital Dictation
    • The FirmFieldfisher is a European law firm with market leading practices in many of the worlds most dynamic sectors including Real Estate, Energy, Financial Services, Government & Public Services, Hotels & Leisure, Life Sciences, Media, Telecoms and Technology. Clients choose to work with us because we deliver commercial, pragmatic and innovative solutions through our exceptional legal expertise and experience, on time and on budget.We have more than 400 lawyers working with large businesses like the BBC, Pearson, Citigroup and Accenture, with government and the public sector, and also with private wealth and social enterprises as trusted advisers, providing highly commercial advice based on an in-depth understanding of their needs.We operate across our international offices in Brussels, Düsseldorf, Hamburg, Paris, London, Munich, Manchester, Birmingham, Palo Alto, Luxemburg and Shanghai. The firms revenue for 2016/17 was £165 million.

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