1st Line Support Tech

2 weeks ago

Leicester, United Kingdom Shakespeare Martineau Full time

Shakespeare Martineau is a Top 55 law firm that combines creativity, commerciality and clarity. We work with blue-chip companies, leading organisations, high street brands and individuals across the country.

We handle personal and business-critical issues and game-changing deals across many dynamic sectors. Here you’ll find top quality work, cutting edge training, high profile clients, and supportive colleagues.

We are looking for a Second Line Service Desk Analyst to join our multi-functional IT team, part of the firm’s Business Operations group.

00 pm Monday to Friday on a rotational basis; flexibility to work additional hours on evenings and weekends may be required.

Ownership, monitoring, tracking, and communication about incidents assign to the relevant IT Support Team
Resolving IT support incidents and service requests within agreed SLA timeframes
Recording, ownership, monitoring, tracking, and communication about incidents
Investigating and diagnosing incidents escalated from the Service Desk/IT Support
Providing desktop hardware and software support
Updating Service Desk systems in accordance with internal procedures
Delivering remote support for home workers
Onsite Support for designated locations – travelling to other offices may be required

A minimum of 2-3 years experience working in an IT service desk environment
Experience in the use of Windows 10, Microsoft Office 2016 or Microsoft Office 365 with knowledge of supporting Windows operating systems
The ability to provide full user account management
A knowledge of printer and network troubleshooting
Keen to learn, ambitious in driving your own career progression and be proactive in taking ownership of issues

We have hubs in Birmingham, Bristol, Edinburgh, Leicester, London, Lincoln, Milton Keynes, Nottingham, Solihull, Stratford-upon-Avon and Sheffield. This role will be based in our Birmingham office but you'll be required to also travel when needed

Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.

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