2nd Line IT Support Specialist

Reporting to: Team Leader

Why is this role important and how does it fit into the team, department and wider firm?

To provide 2nd line support through taking calls and handling the resulting incidents or service requests following our incident management and request fulfilment processes.

What does the role actually involve?

• Diagnosis and resolution of second line incidents escalated via the 1st line team
• Log all tickets ensuring the appropriate details of the calls are captured
• Processing of IT service requests within agreed SLAs
• Assist/liaise with contractors, third parties who may attend site to resolve problems with peripherals e.g. MFD devices
• Ensure service levels, team objectives and SLAs are met set by the team leader/Services Manager
• Proactively identify problems, trends and propose solutions to the 1st/2nd line team leaders
• The IT support desk operates a shift system covering between 7.00am and 5.30pm. Weekend and out of hours
• working may be required in support of go lives/office moves etc. Travel to our other offices may be required on an adhoc basis
• This is an office based role with frequent travel to our London and Nottingham offices

What technical skills are required for someone to be successful and enjoy the role?

Good understanding of managing user accounts in active directory e.g. unlock passwords, reset etc.

• Experience of working in a Windows 7 environment
• Excellent knowledge of Word, Excel, PowerPoint and Outlook
• Exceptional attention to detail, ensuring accuracy in all communications
• A basic understanding of legal applications would be useful
• An understanding of the ITIL framework would be useful (although training would be provided)

Who would be a good fit for this role?

As part of the IT team, you would be expected to have the following skills and experience:

• Familiar and compliant with the full range of regulatory policies and procedures including equal opportunity and diversity, data protection and confidentiality/security, anti-bribery and anti-money laundering etc.