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IT Helpdesk Assistant JMW Solicitors London

Qonnectd Ltd
Job LocationLondon
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent,full-time

Job Description

Position: IT Helpdesk AssistantCompany: JMW SolicitorsLocation: London------------------------------------------------------------The RoleWe are looking to recruit a multi-skilled 1st/2nd line IT Helpdesk Assistant to join the IT Department based at our London office.As IT Helpdesk Support, you will be the first point of contact for all users via telephone and face to face in the London office, and in conjunction with our service desk management system and Outlook email will respond and within an agreed SLA.You will also be responsible for assisting the wider IT Helpdesk function providing remote support to users nationally in our other offices and also when working from home.Reporting to the IT Helpdesk Manager, the key deliverables can be summarised as follows:

  • Delivery of high quality technical support on a range of technologies.
  • Hands-on attitude to troubleshooting hardware and application specific issues
  • Responding appropriately to, and effectively resolving or escalating user incidents or queries within strict SLA and KPI timeframes (first response and resolution)
  • Take ownership of requests assigned to you and manage them through to resolution
  • Perform administrative tasks.
  • Help support and train other team members when required.
  • Based in London but willing to travel to Manchester if required for training.
  • Working hours will be 35-40 hours a week during standard business hours (Monday-Friday with rotational shifts between 08:00 and 18:00)
  • Additional support on the on call rotas for out of hours IT assistance - roughly once every 6-8 weeks.
Essential Skills and Experience
  • 1+ years hands-on related IT support experience in a commercial environment (experience of Legal a preference)
  • Windows Desktop 10, Citrix (XenDesktop)
  • Active Directory and Group Policy
  • Use and support of Microsoft Office namely Outlook, Word and Excel
  • Mobile device support (iOS, Android, Mobile Device Management)
  • Asset management experience (not essential as can be trained)
  • Local Area Networking including knowledge of routers and switches and how they work
  • Strong customer service ethic with excellent communication and interpersonal skills
  • Ability to work as part of a team, supporting other team members
  • Excellent problem solving and analysis skills with good attention to detail
  • Proactive, with ability to be self-motivated and effectively manage own workload
  • Continuous improvement mentality
  • Technical understanding of current leading technologies, suppliers and industry terminology
  • Awareness of data protection and confidentiality principles
  • Good home internet connection meeting remote working requirements.
Desirable Skills and Experience
  • Formal IT qualification - ideally MCSE/MCITP or multiple MCPs massively advantageous
  • Microsoft Autopilot, InTune, experience working with 365
  • Digital dictation support
To apply please forward a copy of your CV together with details of why you feel you will be suitable for the role.

Keyskills :
Helpdesk2nd Line1st LineService Desk Management

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