Service Support Engineer

4 weeks ago

Southampton, United Kingdom BDB Pitmans LLP Full time

With over 300 years of legal experience, BDB Pitmans is a well-established top 60 firm with offices in London, Southampton, Reading and Cambridge. Across these locations, we are proud of our client focused approach which is at the heart of everything we do. Our mission statement, Building Better, shape what’s important to business, people and society and we are delighted to work alongside a diverse range of clients who are creating new ideas or learning for a better future.

Above all, our focus is on doing things right and doing them well. So we aim to build longstanding and mutually beneficial client relationships based on trust and genuine partnership.

What really sets us apart is our friendly, open and inclusive culture. People join and stay at BDB Pitmans as they get the benefits of challenging work in a supportive and professional atmosphere alongside a healthy work/life balance, reflected in our flexible working and target hours.

ED&I

At BDB Pitmans, our commitment to equity, diversity, and inclusion sits at the heart of who we are as a firm as we are passionate about ensuring we create a work environment where everyone feels safe, respected, and fully supported to be themselves. Our ED&I work, though, goes beyond how we work with our colleagues. Our firm values – we act with respect, we work in partnership, and we find solutions – are deeply embedded in ED&I principles, and heavily inform how we approach client relationships, as well as external partnerships.

The team

The IT team provide support for all IT applications, IT training, network support and development.

The opportunity

The role of the Service Support Engineer (Support Desk) is to provide 1st/2nd line support as well as ad hoc user training for the firm, as part of the Service Support Team. The team comprises 7 engineers, with 1 week working from home a month.

The main responsibilities include, but are not limited to:

  • Promote and nurture a customer focused and performance driven culture within the IT Department.
  • Maintain at all times a professional, positive, friendly and customer service based approach in interactions with customers and internal colleagues.
  • Suggest areas for improvement and take ownership of initiatives based on colleague and user feedback.
  • Maintain at all times a professional, friendly and customer service based approach in interactions with customers and internal colleagues.
  • Keep and maintain a safe and tidy working environment.
  • Ensure the Service Desk phone is answered at all times within core support hours.
  • Escalate to the IT Operations Manager any major or ongoing problems that might affect business operations.
  • Conduct fault resolution and user training either remotely or deskside where appropriate.
  • Log, update and close all calls received in the call logging system, whether received via telephone, email or in person.
  • Follow Change Management process to ensure no unplanned service disruptions are experienced and planned work is coordinated with business approval.
  • Make suggestions for system and process improvements.
  • Maintain a daily awareness of the status of open faults awaiting resolution, and to provide feedback on such faults to the call originator, at periods suggested by them.
  • Manage all incidents, requests and problems to a high level of customer service ensuring the needs of the business are given the highest priority in-line with IT policy and procedure.
  • Perform 1st & 2nd line fault resolution.
  • Assist in 3rd line fault resolution where needed.
  • Carryout project work as required whilst adhering to deadlines and priority levels. If in doubt over competing priorities seek guidance from project management or line management immediately.
  • Manage Service Support Team work queue as per call handling guidelines.
  • Carryout meeting room setups.
  • Cover a shift pattern between Mon-Fri 08:00-19:00 as required.
  • Occasional travel to regional office
  • Escalate 3rd line support calls via the service desk fault tracking system, where a 1st/2nd line fix is not possible.
  • Ensure all desktop related IT assets as specified by the Configuration Management Policy are entered into the CMDB and track as per the policy.
Who we are looking for

The ideal candidate will have: 

  • Previous experience working in a customer care environment and handling email and telephone queries.
  • Service Desk/Support Analyst experience within a Service Desk/Support Team is desirable.
  • Experience of working in a legal / professional services or financial services environment supporting all levels of users is desirable
  • Experience of desktop based projects
  • Experience working in an ISO27001 environment

The candidate will also have good working knowledge of: 

  • Windows 10 and 11
  • Office 365
  • Exchange Online
  • Network technology
  • Microsoft Teams (and Telephony within Teams)
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