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IT Helpdesk Advisor
3 months ago
As one of Wales' fastest growing modern law firms, Howells combines a fresh and forward-thinking approach with a client-focused, local feel to deliver a range of award-winning, quality legal services.
This is an exciting role, providing first line IT support to colleagues across our multi-site business and assisting with the implementation and maintenance of new systems.
What you'll be responsible for:
- Being the first point of contact for colleagues seeking technical assistance.
- Logging, resolving and escalating support requests made via our ticketing system and answering / resolving phone calls made to the helpdesk.
- Performing remote troubleshooting using diagnostic techniques and pertinent questions.
- Diagnosing and resolving technical issues related to hardware, software, and network systems.
- Supporting with the implementation, maintenance and continuous improvement of IT systems and software.
- Directing unresolved issues to the next level of support, to ensure prompt escalation and resolution of issues.
- Ensuring that colleagues are provided with timely progress updates through the incident and request lifecycles.
- Recording events and problems and their resolution.
- Passing on any feedback or suggestions to the internal team.
- Identifying and suggesting possible improvements on procedures.
- Moving IT equipment around to suit the business needs when required.
- Assisting with IT projects when required.
What you'll need:
- 2 years+ experience working within an IT Service / Helpdesk environment.
- Excellent communication and customer service skills is essential.
- Ability to be hands on, delivery focused and teamoriented approach.
- Demonstrable experience in end user operating system administration.
- Experience of working in a fastpaced working environment.
- Strong organisation skills and ability to think laterally.
- Excellent problemsolving skills.
- Strong ability to multitask and prioritise efficiently.
- Willing to learn.
- Ability to adapt to change and be respectful of internal and external customers' needs and priorities.
Salary:
From £25,000.00 per year
Benefits:
- Additional leave
- Employee discount
Work Location:
In person
