Support Engineer - 1st line, 2nd line, Helpdesk

Precise Placements ,
London, Greater London
More Details
Job Type: Full-time
Salary: £30,000 per annum

Overview

Support Engineer - 1st line, 2nd line, Helpdesk Our law firm client require a Support Engineer (1st line, 2nd line, Helpdesk) on a permanent basis to responsible for the processing and coordination of appropriate and timely responses to incident reports and other support requests, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration. The main responsibilities include, but are not limited to: Promote and nurture a customer focused and performance driven culture within the IT Department. Maintain at all times a professional, positive, friendly and customer service based approach in interactions with customers and internal colleagues. Suggest areas for improvement and take ownership of initiatives based on colleague and user feedback. Keep and maintain a safe and tidy working environment. Ensure the Service Desk phone is answered at all times within core support hours. Escalate to IT Operations Manager and Head Of IT any major or ongoing problems that might affect business operations. Adhere to Incident, Problem, Request, Configuration and Change Management procedures. Perform 1st & 2nd line fault resolution and project implementation tasks. Maintain a daily awareness of the status of open faults awaiting resolution, and to provide feedback on such faults to the call originator, at periods suggested by them. Manage all incidents, requests and problems to a high level of customer service ensuring the needs of the business are given the highest priority in-line with IT policy and procedure. Assist in 3rd line fault resolution where needed. Carryout and manage project work as required whilst adhering to deadlines and priority levels. If in doubt over competing priorities seek guidance from project management or line management immediately. Carryout meeting room setups. Travel to other offices when needed to provide workload / holiday team cover. Help maintain the security of the systems and the integrity of the data held on them. Key responsibilities will include: Managing IT incidents, problems and change requests on behalf of internal clients. Answering and dealing with incoming calls and emails. Entering call details into a service desk system (ServiceNow). Dealing with and signing off enquiries and incidents as the first line of support. Providing initial second line support work to assist the second line support team and third line technicians. Prioritising calls and escalating them appropriately. Acting as a single point of contact, chasing calls on behalf of users and keeping them appraised of progress. Required skills are as follows: A good working knowledge of: Windows 10 Office 2013 / 2016 Exchange 2010 Active Directory Network technology Cisco Unified Communications Manager HP / Dell hardware Audio Visual Equipment. Experience of working in a legal / professional services or financial services environment supporting all levels of users is desirable. Experience of supporting all levels of users’ up to Partner / Exec level. Experience of desktop based projects. Experience of multi-site Service Desk support Excellent customer service skills First class communication skills both written and verbal Good sense of humour Flexible Highly organised Excellent telephone manner Ability to use initiative Confident High degree of self-management Self-motivated

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