IT Service Desk Support Engineer
Purpose of the Role:
Reporting into the IT Service Desk Supervisor, this role will be responsible for the resolution of computer software and hardware problems, assisting with the maintenance of the systems and processes through providing telephone, email and remote support to users of the IT systems and providing client site support when required.
Specific Duties Include:
Providing telephone, email and remote access support to users of IT systems across multiple sites within client SLAs.
Maintaining timely and quality incident closure, aiming for first-time fixes where possible and escalation to next level where required.
Ensuring full and correct information is collected and entered into incident record, and that IT solutions are relevant to the business need and developed to meet end user requirements.
Monitoring incidents to identify frequently arising issues and assist in the delivery of user coaching to resolve these.
Creating and maintaining documentation for implemented resolutions, and ensuring that all asset details are maintained in the asset database.
Keeping up with advances in technology, new software and hardware in order to serve as an advisor to clients and other employees.
Technical Skills Required:
You will have technical support experience, using workflows and helpdesk business service tools, gained in a Microsoft environment with a high level of problem solving, including Windows 7 Professional, Active Directory, Microsoft Office suite and Microsoft Exchange 2010.
Working within the Professional Services or Legal sector would be advantageous.
In addition to this, the following skills would be desirable but are not essential:
Avaya Aura Telephony System, Document Management Systems, digital dictation and integrated products such as AVST, Rightfax, Interaction
Blackberry support including troubleshooting and administration
Knowledge of printer/scanning technologies and support
Knowledge of ITIL best practice would be favourable, with certification preferred
Experience of working within a professional services environment, particularly supporting legal applications
Hours of work are 35 hours per week (Monday to Friday) based on a rota system in accordance with the agreed shift pattern, which currently operates between 7.00am and 7.00pm with one hour for lunch.