IT Assistant

**Job title**

IT Assistant

**Department**

Information Technology

**About Higgs**

Our vision is to be the independent regional law firm of choice, recognised for having a positive long-term impact upon its people, its clients, its business partners and its community.

When it comes to our people, the team is everything at Higgs - an environment of sharing and collaboration, and a real sense of loyalty to each other and the firm. That is coupled with a desire for everyone to learn and develop. We are always striving to be better. We enjoy what we do. We are genuinely interested in our clients and want them to feel a part of the firm too.

Our approach to our people draws on enjoyment, health & wellbeing, developing talent, technical excellence, training, reward and recognition.

When recruiting, we:

- Value enthusiasm and personality
- Want to be an employer of choice for talented, driven and client-focused people
- Are always looking for the very best to strengthen our team and bring new skills and ideas
- Integrate new people to realise their potential

With over two hundred employees and Members we offer a flexible and unique environment for people to grow their careers. Together we grow.

**Role purpose**

To assist our on-site and remote Lawyers and Central teams in provision of legal services

To resolve technical issues relating to the firm’s IT systems.

**Key responsibilities**
- After identifying the issue, you will talk the first line support staff or end user through the required steps to resolution or escalate to the Senior analyst/Quiss as and when necessary.
- Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.
- Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
- Be available for shift hours of 8.30-5.30pm and out of hours calls in the event of a critical failure - from the IT Director or Infrastructure Manager that would impact on the firm’s ability to work during normal business hours and, where required, mobilise and manage a response and remedial work to ensure system availability.

**Person specification**
- Enjoys IT problem solving
- Able to prioritise key tasks and create an effective time management programme
- Good communication skills and the ability to work within a high-pressured professional services environment
- Keen to develop relationships internally and externally, excellent customer service approach with strong interpersonal skills
- Flexibility - there will be shift working of 8.30am-5.30pm and ad hoc out of hours in the event of a critical failure

**Technical knowledge**
- Experience in using Microsoft 365 Office
- Excellent IT skills
- We will support career development and training such as the MCP Certification

Other information

The firm offers hybrid working wherever possible. Our Higgs’ Best FIT (flexible, inclusive, together) principles are designed to ensure that people are able to complete their best work from the most appropriate location.

We also encourage a ‘dress for your diary’ approach.

**Equal opportunities**

As charter signatories to The Law Society’s Diversity and Inclusion Charter, Higgs LLP are committed to developing a diverse business by engaging with the widest pool of talent and promoting equality of opportunity for everyone. Our mission is to ensure that everyone is empowered to be the best version of themselves and to have a voice which can be shared, heard and respected.