Back to search
IT Support Technician - 2nd Line, Service Desk, Technical Support
Our mid-sized firm client are currently looking to take on a new IT Support Technician (2nd Line, Service Desk, Technical Support) on a contractual basis for 12 months.. This is a fantastic opportunity which will see you to break away from the service desk! This role is going to enable you to be exposed to a great deal of project and higher levels of technical support.
To be considered for this IT Support Technician (2nd Line, Service Desk, Technical Support) role, it is paramount that you understand the importance of customer service, our client are a firm that pride them selves on a strong white glove service and an eager attitude. Alongside this you will require:
- 2 + Years within IT support
- Ideal but not required law firm or professional services experience
- A background within IT & Customer Service.
- Be well presented and well spoken.
Duties:
-
Provide 1st and 2nd line user support and incident resolution via telephone, remote connection and desk-side visits
-
Participate in problem management to help prevent incidents or reoccurring incidents through trends and patterns, working with colleagues and external suppliers as required
-
Maintain records within service management toolset of incidents, requests, problems and asset changes. Taking appropriate action to ensure incidents are managed in a timely manner
-
Resolving customer issues or escalating where necessary, aiming to achieve a high % first time fix and positive customer experience
-
Set-up users, computers, mobile devices, other peripherals and access rights on the approved systems as directed and in accordance with agreed policies
-
Proactively look for ways to improve customer processes or support operations including the creation of support documentation
-
Run new joiner IT inductions and drop in technical hints and tips sessions to our users.
-
Any other ad hoc projects as required
