First & Second Line Support

Role : Support analyst with previous law firm experience Location : London Salary : between £25,000 - £32,000 (dependent on skills & experience) Reports : Support Team Leader Benefits : Permanent Health Insurance & Life InsuranceAfter Qualifying Period
Group Personal pension (up to 5% matching contribution)
BUPA, Season ticket loan
24 days holiday
Overtime
Additional payments for out of hours support Our client is a medium sized law firm with staff totalling over 350. The IT Team consists of fifteen staff split between offices and is headed by the IT Director.

Our client is seeking an experienced legal IT support person to join the London team. The candidate must have previous experience of working in a law firm.

This person will need to have at least 12 months experience working for a legal practice. The team provides an excellent service to its internal clients and prides itself on its customer service.

This person will need to able to work on their own as well as part of the team depending on workload and issues being faced. This person will need to be able to communicate effectively at all levels throughout the firm and not be intimidated by workload or VIPs.

The London Support team is well balanced and operates effectively, therefore this person must be friendly, adaptable and able to work hard.

This person will be expected to spend time on the Helpdesk fixing calls as well as doing second line support and visiting users.

The requirement is immediate and the salary could be increased for an exceptional candidate.

Duties
Ensure all Help desk calls are answered and logged; politely and efficiently in a professional manner
General troubleshooting - providing 1st/2nd line support
Ownership of issues and problems
Monitor status of outstanding calls and follow up where necessary
Ensure all support calls are answered within agreed service levels and ensure users are kept informed of progress.
Ensure sufficient information is collected and relayed to Helpdesk to enable the creation of a knowledge base articles for the IT Department
Perform daily system checks and weekly tasks as required
Ensure that all documentation and the IT knowledge base regarding support and Help Desk are updated regularly and are accurate
Report to the Support Team Leader with daily and weekly updates
Communicate with team colleagues to ensure the best possible service is provided within the IT team as well as to the firm
Additional work and projects as assigned by IT Management
This description is provided as an outline of the overall role and is not meant to be exhaustive. This role will incorporate other duties and tasks as defined by the IT Director as appropriate and in line with the business requirements

Capabilities
Candidate should have a professional telephone manner and excellent customer facing skills
Candidate should have in-depth knowledge of Desktop Operating Systems and Microsoft Office
Candidate should be professional and diligent in approach and attitude.
Ability to communicate & pass on pertinent information gained whilst resolving calls to the rest of the Support team
To cover the Helpdesk support rota - shift basis between 8.00am and 6.30pm and work at weekends as required
The successful candidate will undertake a wide range of duties relating to the support of the firm's IT needs as detailed by the Support Team Leader and IT Director.
An integral part of this position will be to ensure an excellent customer service is delivered to the business through a methodical and professional approach
Candidate must be able to demonstrate ability to devise fresh ideas to meet the IT needs of the company.
Skills
Excellent telephone manner and PC desktop skills
Commitment to high levels of Customer Service & satisfaction
Good understanding of PC hardware & IT equipment
High quality of work
Previous experience of working on Service Desk
Document management systems
Windows XP and Vista knowledge
Documentation
Practice Management Systems
Excellent MS Office knowledge
Email software
Ability to communicate at all levels - secretaries to partners
High level of end-user support ability & skills
A proven track record
You will be a good team player but also be able to manage your own individual workload.
Career Prospects
The successful candidate will be presented with a wide range of opportunities for career development within the company. This position is a customer facing support role within a Support team with a reputation for excellence. The role itself is highly visible within the company and will give the candidate exposure to learn new applications and systems together with scope to attain accreditations in IT.

The IT team ensures that all of the team are sent on relevant internal & external training courses to meet the skills and requirements of the IT department and the business.

Unfortunately the First & Second Line Support job you are looking for has expired.

However, right now at Jobsite (Tuesday 9 Feb 2010), we have 6032 jobs in the "Information Technology" sector out of a total of 29857 new jobs online.

Try using our job search to find your next job.