IT Helpdesk Associate

**Come and join our IT team.**:
**About Buckles**:
With over 200 years of experience, Buckles Solicitors LLP is an award-winning firm, that provides world-class client experience and services on a comprehensive range of legal services to both businesses and individuals in the UK and internationally.

Delivering effective and cost-efficient legal solutions from our offices based in Bristol, Cambridge, London, Nottingham, Peterborough, Solihull, Stamford, Swindon, Paris and Milan.

We recognise that all this is possible due to our team of highly dedicated, enthusiastic professionals across our locations. We pride ourselves on providing a positive work environment where independent thinking and new ideas are actively encouraged and where every member of the team genuinely can make a difference.

Buckles carries the LawNet Mark of Excellence and is Investor in People Gold accredited.

We are recruiting for an enthusiastic and professional IT Helpdesk Associate to join our IT team in Peterborough on a full-time permanent contract.

**The role purpose**:
The IT Helpdesk Associate will be supporting the IT Helpdesk Associate(s) and wider IT team in providing 1st line support to end users across 8+ locations. The role is essential for improving operational performance and enhancing the employee experience.

**Responsibilities**:

- Day to day the post holder will assist with the administration of the internal IT Helpdesk.
- The post holder will be called upon to help colleagues with their IT needs. This will mean sharing knowledge to help others, including managing user accounts, setting up new users and troubleshooting common issues.
- Setup and configuration of hardware and software including Laptops, PC’s, and mobile devices.
- Assisting with documenting procedures and making recommendations for improving processes and working practices.
- Maintaining accurate records of the firm’s IT equipment/installations and carrying out other administrative duties as required.
- Other IT-related duties as and when required.
- Escalating complex issues to higher-level IT support staff as necessary.
- Ensuring agreed internal IT Helpdesk SLAs are met and tickets are escalated when necessary.

**Skills / Experience**:

- Technical Proficiency in Windows OS: A deep understanding of various versions of Microsoft Windows operating systems is crucial. This includes installation, configuration, troubleshooting, and maintenance of Windows-based systems.
- Understanding of Networking Concepts: Knowledge of basic networking principles, including TCP/IP, DNS, DHCP, and troubleshooting connectivity issues, is important for resolving network-related problems.
- Active Directory Management: Skills in managing and troubleshooting Active Directory issues, including user account creation, password resets, group policy, and access permissions.
- Customer Service Orientation: Strong communication skills and a customer-focused approach are vital. This includes the ability to explain technical concepts in simple terms, active listening, patience, and empathy towards user frustrations.
- Incident and Request Management: Experience with ticketing systems to log, track, and resolve incidents and service requests. Understanding the importance of SLAs (Service Level Agreements) and prioritising tasks accordingly.
- Basic Security Awareness: Knowledge of security best practices, including virus/malware mitigation, user education, and the importance of regular system updates and patches.
- Remote Support Tools Proficiency: Familiarity with remote support tools to assist users not located on-site. This includes the understanding of VPNs, remote desktop services, and other remote access software.
- Continuous Learning and Adaptability: Willingness to continuously learn and adapt to new technologies and changes in the IT landscape. This includes staying updated with the latest updates from Microsoft and other technology vendors.

**Personal attributes**:
Ability to work on own initiative.

Excellent communication skills, both verbally and in writing

Be approachable and build rapport with colleagues across all levels.

Have a ‘can-do’ positive attitude and be a problem solver.

Able to work collaboratively across multiple teams and departments.

**Reward and development**

Buckles recognise the success of every employee; working with you to ensure you have what you need to maximise your potential and develop your career.

Alongside a host of development, professionally and personally, we offer some fantastic benefits, which include (but not limited to):

- 25 days annual leave + all UK Bank Holiday and your birthday off (or closest working day to your birthday)
- Vouchers for big life events, from marriage to children (grandparents included)
- High street discounts
- On spot reward vouchers - internal recognition
- A wide range of health and well-being offerings
- Private healthcare options for you and your family
- Healthcare cash back plans for