Job Description

JOB DESCRIPTION
As a key member of our IT Service team, you will be responsible for delivering high-quality support across various IT systems and services. Your aim is to enhance customer experiences by resolving incidents, fulfilling service requests, and supporting IT operations both remotely and onsite.
This role is the first contact for all IT-related queries within the firm. It involves resolving, logging, or escalating incidents and requests according to procedures via telephone, email, or in person, focusing on first-contact resolution.
The role is based in Leeds, however occasional work from other offices may be required. The hours required are 35 hours per week, working as part of a rota covering business service hours, including weekend, international, and bank holiday support.
THE TEAM

• The Internal IT Service Desk is an essential part of our firm's technology infrastructure, serving as the initial point of contact for all IT-related matters. The IT Service Desk consists of 15 members, including Analysts, a Team Lead, and a Manager, and is based in the heart of Leeds, UK.

• Our team functions as the IT backbone for the entire law firm, providing support to legal professionals, administrative staff, and various business services teams. We take pride in delivering high-quality support, proactively identifying and preventing problems, and offering innovative and creative solutions.

• We actively encourage career development within the team by offering training and certifications to enhance technical skills, leadership opportunities for experienced team members, and cross-functional exposure through collaboration with other IT departments. We are proud to have created an environment where many of our team members have successfully transitioned to other internal IT departments.

JOB RESPONSIBILITIES

• Provide excellent support to customers and colleagues across various services, products, and platforms. Act proactively and reactively to meet performance targets, ensuring timely and effective resolutions.

• Take ownership of customer issues and ensure a full focus on delivering an exceptional IT customer experience. This includes actively listening to customer concerns, providing timely and effective resolutions, and following up to ensure customer satisfaction

• Offer 1st line Service Desk assistance via central support number, email, or face-to-face, aiming to resolve issues at first contact when possible.

• Perform thorough triage on all support requests. If escalation is required, document work accurately for further investigation by escalation teams.

• Use call logging software to record details, updates, status, and resolutions of all support requests.

• Participate in "ad-hoc" projects involving firm equipment, which may include attending meetings and

working outside core hours on tasks like new office support, hardware upgrades, and project completion.

• Follow and seek to improve IT processes where appropriate.

SKILLS AND EXPERIENCE

• A proven team player capable of collaborating closely and effectively with colleagues to ensure prompt and accurate resolution of IT challenges.

• Exemplary timekeeping, as the shift-based nature of the Service Desk team necessitates self-motivation and high personal standards to deliver seamless service to both internal and external clients.

• Always maintaining a professional appearance, reflective of the firm's nature.

• Excellent communication and problem-solving skills.

• An outstanding customer service ethos demonstrates through examples.

• Eagerness to learn and adapt to new technologies, with a particular interest in Generative AI tools and their applications to business and IT support.

• Stay updated with the latest advancements in technology and AI capabilities, ensuring a thorough understanding of how these innovations can be applied to enhance IT support and business processes

• Basic understanding and experience of supporting a range of IT applications, platforms and technologies such as Windows 11, Exchange Online, MS 365 suite applications.

• Fundamental knowledge of hardware knowledge of PCs, peripherals and iOS devices

Skills Required