IT Support and Service Desk Operator

2 weeks ago

Cheltenham Gloucestershire, United Kingdom PT group Full time

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.
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.
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.
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
Innovative thinking and creative problem-solving skills
A proven knowledge of IT hardware, software andnetworkingfundamentals
Scottish Widows Pension Scheme
• 27 days annual leave (plus public holidays)
• Bonus scheme
• Electric vehicle scheme
• Cycle to Work scheme
• Life Assurance
• 1/3 gym membership contribution
• 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.
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. What career progression will HCR offer you?
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.
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. 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.
Please let us know of any changes we can make at any point that will help support your application. 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.

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