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Service Desk Analyst
4 months ago
About The Role
With more than 800 employees Harrison Clark Rickerbys is an award-winning Top 60 UK law firm with 10 offices based across the UK from Cambridge to Cardiff and Birmingham to London. The primary purpose of this role is to join the service desk team in providing first and second line IT support.
Based in Cheltenham and reporting to the Service Desk Team Leader you will provide IT support primarily via remote support tools and in-person visits, you will work pragmatically and collaboratively with the wider, geographically disparate, IT team. This team are responsible for delivering an excellent user experience, which reflects our position as a provider of high-quality legal services and underpins all our employees’ ability to deliver excellent service to their clients.
Main Duties:
- Providing a pro-active 1 st & 2 nd line service helping staff to resolve queries and providing information to users on the progress of outstanding support calls.
- Responding to, investigating and diagnosingincomingincidentsand requests,receivedvia HCR's ITSM system or via the IT support phone line.
- Triage and problem-solve 1stline issues , escalatingto senior support or 2/3 rd line for guidance, support, and resolution where necessary.
- Adhere to SLA’s, keeping users updated at all times.
- Leverage knowledge base to help users resolve their queries, work to identify new article requirements any required updates and assist with their completion.
- Installing and configuring operating systems and software.
- Maintaining the existing PCs and peripherals to agreed standards by performing upgrades and new installations, as well as carrying out routine procedures.
- Maintaining a safe IT environment.
- Assisting in the compilation and maintenance of an accurate inventory of hardware and software
- Liaise with 3rd party support, for both hardware and software as appropriate
- Assist IT team on projects and other areas as and when required
- Be visible to the firm by adopting different support approaches such as phone, email, teams and in-person visits.
- Traveling between offices where necessary
- Participate in shifted work pattern and an out-of-hours support rota.
About You
As a Service Desk Analyst you will have:
- Passion for supporting people with IT and drive to deliverexcellentcustomer service.
- Experience within a professional environment in an IT support role
- Experience working with an ITSMsystem to prioritise workload
- A willingness to learn
- Innovative thinking and creative problem-solving skills
- A proven knowledge of IT hardware, software andnetworkingfundamentals
- The ability to communicate clearly, concisely and accurately
About Us
Benefits of working with us:
• Scottish Widows Pension Scheme
• 27 days annual leave (plus public holidays)
• Bonus scheme
• Electric vehicle scheme
• Happy People / Perks at Work benefits portal
• Cycle to Work scheme
• Life Assurance
• 1/3 gym membership contribution
• Flu vaccinations
Is HCR the smart move for you?
HCR suits people who love a challenge and want to work in an environment where careers thrive on the back of hard work and personal merit. Our people enjoy feeling part of something bigger than themselves, and whilst our clients drive our development, it is our people who bring their energy, enthusiasm, and entrepreneurial mindsets together to solve problems and help our clients succeed.
Why HCR people love their jobs
Our people tell us they enjoy working on good quality, interesting matters from a wide variety of our clients, because they get the experience they want to develop their careers. We will give you responsibility early, the mandate to make things happen and we’ll back your good ideas. Our “Passion for People” lives and breathes every day throughout the firm as our peoples’ energy and sense of fun create a warm environment in which to thrive.
What career progression will HCR offer you?
HCR’s growth constantly creates opportunities for people who want to go places and make a difference, your career plan can become part of our growth plan. At HCR you can expect to work with friendly, energetic, ambitious people, who love getting stuck into a client problem, and enjoy celebrating a good outcome. Our people value the sense of community provided by the individual personality of each office and the collegiate approach across all our service and sector teams.
What does HCR believe, achieve and stand for?
As a Times Best Law firm, among the UK Top 60, we provide the full range of services that you would expect to organisations, business leaders and individuals. However, in our mission to give everyone the opportunity to experience a different kind of legal service we take an entrepreneurial approach. We’re flexible and responsive to the needs of our clients, delivering the best outcomes for them. We have more than 800 lawyers and support staff, including more than 150 partners, and have been awarded the Law Society’s Lexcel quality mark in recognition of our compliance and client care standards.
With ten offices in England and Wales our well-established presence stretches from west to east, ensuring clients can access a full-service legal offering no matter where they’re located. We’ve expanded significantly in Birmingham, Cardiff and the Thames Valley, and our merger with Hewitsons resulted in a full service regional hub being established in the heart of the Waterside innovation area centre of Northampton. Our London and Cambridge continue to grow apace.
With solid connections in the communities we work in, and a track record of delivering legal advice to businesses and individuals throughout the areas we base ourselves in, our clients continue to value our approach to providing legal advice, in the way they need, when they need it.
As HCR is an equal opportunities employer, we don’t just accept differences, we celebrate them. We want to attract a diverse and ambitious workforce that reflects all backgrounds and skills to create a workplace that is supportive and inclusive, recognises and nurtures talent, and which works together to achieve the best outcome for our clients.
We also want you to achieve your absolute best during the recruitment process. Please let us know of any changes we can make at any point that will help support your application. If this opportunity sounds of interest to you, please make an application and submit your CV. A note for recruitment agencies – The HCR Resourcing Team is responsible for recruitment across the firm, and where possible will use direct hiring methods. We do work with a Preferred Supplier List, and where appropriate, we will release vacancies to those agencies who we deem most appropriate to support us. Only those agencies will be invited to submit candidates via our recruitment portal. Any speculative or unsolicited CVs sent to any employee or Partner of HCR will not be considered an introduction, and no fees will be applicable. Furthermore, we retain the right to pursue these candidates without query of ownership
