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I am currently recruiting for an IT Service Desk Technician who is looking to join a dynamic and growing company with offices here in Edinburgh and around the UK. Our client is an Independent UK law firm with expertise in areas such as transport, energy, food and farming, real estate and infrastructure.Overview: You will play a crucial role in providing IT support to users. This will be achieved by recording, diagnosing, and resolving IT-related problems using a call management system, ensuring a high-level audit trail for each call. As the first point of contact, the Service Desk sets the tone for service quality and overall customer experience. You will offer comprehensive support via telephone, email, face-to-face, and remote desktop, including IT installations and instructions on tool usage. Technical competence and excellent interpersonal skills are essential, and their strategy focusses on achieving first-time resolution for calls. Responsibilities:
- Application Support: Help users with software issues.
- Hardware Tasks: Install, configure, and maintain hardware.
- User Administration: Manage user accounts.
- Desk Setups: Assist with new starters and moves.
- Incident Resolution: Solve problems via email, phone, or in person.
- Collaboration: Work with the IT team to improve processes.
- Communication: Keep users informed about their calls
Key Skills:
- Customer Service Experience: Effective user interaction.
- Time Management: Prioritising tasks and meeting deadlines.
- Results-Oriented: Handling high-volume operations.
- Analytical and Communication Skills: Strong written and verbal communication.
- Adaptability: Positive and proactive approach to change.
- Broad IT Skills: Familiarity with current technologies.
- Microsoft Technologies: Knowledge of Windows, Office 365, Teams, etc.
- Infrastructure: Understanding Active Directory, Group Policy, SCCM, Intune.
- Legal Applications: Working with tools like iManage, BigHand, Aderant.
- Diagnostic Skills: Ability to analyze and resolve issues.
- Beneficial Qualifications: Consider ITIL Foundation, Azure Fundamentals, iManage, Aderant certifications.
Notable points:
- Shift patterns are 8.00am to 4pm, 9.15am to 5.15pm, 10.15am to 6.15pm and 11am to 7pm. There is a pre-planned Rota, but there is an expectation to remain flexible if shift patterns need to change at short notice in exceptional circumstances.
- Normal office conditions, but the post holder may be required from time to time to work outside normal office hours. Some travel between office locations may be required.
If you feel you are a suitable candidate and would like to hear more, please send a copy of your CV to me -
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