Service Desk Assistant

7 days ago

Colchester, United Kingdom Holmes & Hills LLP Full time

**THE ROLE**

In this role you will be primarily responsible for managing IT support requests, throughout a ticket lifecycle and giving effective technical support to Holmes & Hills colleagues across our six offices. You will complete administrative tasks and assist with projects and hardware implementation whilst maintaining a customer focused mindset.

Whilst this role is mainly based at our Head Office - A12 Commercial Hub, Marks Tey, you will be required to travel to provide support within our other offices and outside our core working hours.

**The Day to Day**:

- Supporting colleagues out of hours with troubleshooting issues (Split shifts are prorated between IT team)
- Resolving support calls where possible through various channels i.e., telephone, remote connection to users’ desktop or physically attending users’ desks.
- Maintaining accurate call log records and communicating with users on their ticket progress.
- Escalating calls as necessary to other members of the IT Team and following up to ensure tickets are dealt with in line with internal SLAs.
- Identifying and analysing recurring themes and faults.
- Creating ‘self-help’ documents to assist users.
- Complete setup, configuration and deployment of company laptops and desktops and resolve any troubleshooting issues with devices.
- Work with vendors on Warranty issues.
- Assist with monitoring and maintaining antivirus, patching and asset management tools.
- Assist with data backup systems.
- Creating and administering user accounts.
- Assisting second line support with monitoring tasks.
- Other Ad hoc duties as required.

**WHAT EXPERIENCE DO I NEED?**

You should have previous experience working on an IT support desk, ideally in a professional services environment. You should have knowledge and experience resolving issues with:

- Windows 10 Operating System
- Laptop, Desktop, Tablet, and mobile phone configuration
- Microsoft Office 365
- Experience in a client-facing role

**WHAT SKILLS SHOULD I HAVE?**

**Client Focused**: Our clients are the users of the IT systems within the Firm. We aim to deliver outstanding service to our clients and be the primary point of contact.

**Problem-solving**: Ability to quickly identify hardware, software, and network issues, review related information and evaluate and implement solutions.

**Communication**:Communicates effectively and appropriately. Speaks and writes clearly and credibly. Actively listen to others. Ability to present information and adapt communication to technical and non-technical persons, both across the Firm and with outside vendors as required. Confident to escalate issues to senior IT team members.

**Team Working**: Ability to work well both as part of a team and independently.

**WHAT ARE WE OFFERING?**

**WHO WILL I BE WORKING WITH?**

You will be working within the growing IT Team at Holmes & Hills and will be supervised by the Head of IT and Infrastructure. You will also work closely with colleagues across the firm.

**Job Types**: Full-time, Permanent

Schedule:

- Monday to Friday

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