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IT Service Desk Engineer

Birketts LLP
Job LocationNorwich
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Term:PermanentWorking hours:Full-timeDepartment:Business SystemsLocation:NorwichThe firm Birketts is an ambitious full service, top 100 UK law firm, operating in East Anglia, London and the surrounding areas. With a rich heritage spanning over 150 years we’ve built an enviable track record advising businesses, institutions and individuals in the UK and internationally.Throughout our history our ethos has remained simple: we provide clear legal advice and value and insight to our clients.We believe that through this approach and a combination of technical excellence and high quality service we can develop long-lasting partnerships and become our clients solicitor of choice. Purpose of job Work within a Service Desk team to support the Customer Service Manager by providing a structured and organised support service. Accountabilities

  • Work to agreed Service Desk processes using ITIL best practices
  • Supporting Service Desk availability to ensure support levels are maintained
  • Ensure consistently accurate data inputting into the Service Desk
  • Work within the agreed SLA’s for communication, escalation, response times
  • Escalate accordingly to the relevant teams
  • Work collaboratively to support ticket volumes
  • Understand user constraints and provide professional customer service
  • Deploy relevant hardware (mobile devices, desktops, printers etc)
  • Process MAC’s tickets including room scoping
  • Responsible for site hardware inventory and stock levels
  • OOH rota
  • Work with Technology Adoption Team to ensure seamless service support
  • 37.5 hours per week (Monday - Friday)
  • Also required to undertake shift work from time to time on a rota basis in accordance with the Technology Support Team Additional Hours Policy.
  • Data security:
  • Ensure you are aware of and comply with all information security policies of the organisation relevant to your business role;
  • Report any actual or potential security breaches; and
  • Contribute to risk assessment where required.
  • All employees have the authority to act to prevent an information security incident from occurring or escalating, where possible.
    • Qualifications/Experience
  • Proven Service Desk experience
  • Microsoft Technologies e.g Office 2010, 2016
  • Legal Software beneficial e.g iManage, Bighand
  • ITIL Foundation
  • Comptia A+ N+ S+
    • Skills
  • Strong IT troubleshooting skills
  • Excellent communication skills
  • Ability to work under pressure and to meet deadlines
  • Self-motivated with ability to use initiative
  • A highly customer service focused mind-set
  • Effective team-player
  • A commitment to ongoing development
    • Equal opportunities We are committed to recruiting individuals on merits of suitability for each role, on the basis of qualifications and experience. All applications are treated fairly and equally regardless of sexual orientation, race, disability, religious beliefs and any other protected characteristic, ensuring that there are equal opportunities at all stages of the recruitment process.

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