About the role
This role is the first point of contact for all staff IT issues and is a technical support role which will cover the main support hours between 06:00hrs and 19:00hrs with probable requirements (depending on experience) to participate on an on-call rota to deal with support queries up until 23:00hrs. The primary duties are to respond to and resolve technical queries from staff within the firm and escalate any major issues.

Key responsibilities

• Receive, register and process requests for service/support, following agreed procedures and set standards.
• Using Knowledge Articles and learned skills, systematically interprets user problems and identifies solutions and possible side effects.
• Uses experience to address user problems and interrogates database for potential solutions.
• Escalates complex or unresolved incidents to the correct resolver group.
• Records and tracks issues from outset to conclusion.
• During change activities, acts methodically to respond to, day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
• Responds to common requests for service by providing information to enable fulfilment.
• Maintains records, informs users about the process and advises relevant persons of actions taken.
• Ensure you comply with the IT organisation requirements, processes, procedures and policies.
• Share knowledge and expertise with others, coaching and supporting team members as required.
• Perform other duties as assigned by your line manager.
• Maintaining knowledge items to ensure that they are current, relevant and valid.
• Ensure that all activities are performed at a consistently high standard with minimal risk to the firm, and those opportunities to improve services and processes are identified and actioned.
• Be security conscious, ensure familiarity and co-operation with all Freeths security policies and procedures

Your skills and qualifications

• Strong communication and empathy skills
• Excellent verbal and written communication and attention to detail
• Problem identification and solving skills
• Flexibility to do rotational shifts between 06:00 and 19:00
• Documentation writing and cultivating an accurate knowledge base
• Experience with and knowledge of Office 365 and Active Directory

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Do we sound like a match? If you’re someone who cares deeply, communicates openly and collaborates effectively, then we’d love to have you join our diverse, inclusive team.