1st Line IT Support, Norfolk

1st Line IT Support Excellent opportunity for a keen and enthusiastic individual to join an award winning architectural practice in Norwich in the role of 1st Line IT Support. Employer Description LSI Architects is an AJ100, award winning architectural practice with around 70 people, including Architects, Technologists and support staff, based in Norwich and London. You will join a business which has long been recognised as one of the best employers in the construction industry. Weve been a Sunday Times Best Company To Work For since 2015 and are gold accredited by Investors In People and by MINDs Workplace Wellbeing Index. Our clients tell us that they value our professional, collaborative, friendly and creative approach to projects and that our team is great to work with. You can find out more by clicking the 'apply' button. Purpose You will provide direct support to a diverse set of users across a wide range of technologies. Youll play a key role in ensuring that users are appropriately trained and feel supported in their use of both hardware and software while providing a continuous service to meet delivery demands. Duties and Responsibilities -Respond to customer incidents and requests raised in person, email, telephone or through self-service channels. -Analyse, investigate and implement temporary and/or permanent technical fixes with the aim of restoring service to the customer as soon as possible; escalating incidents internally or externally as appropriate. -Assist users to configure and use mobile devices. -Install new, or upgrade existing, desktop hardware and software, either in line with business demands or as part of a proactive cycle of improvement. -Provide technical support to users; demonstrating how to get best value from hardware and software. -Maintain accurate records within the IT Service Management tool of decisions, actions taken and proposed next troubleshooting steps throughout the lifecycle of all calls to provide an auditable trail and demonstrate coherence to all IT procedures. -Keep customers informed at all times by accurately communicating in a timely fashion on the status, updates and resolution of all incidents and requests. -Create, maintain and share documented processes for repeatable tasks to improve response times to customer requests. -Advising users on how to use technology in ways that are compliant with LSI policies. -Conduct regular workstation assessments. -All role holders are expected to undertake such other appropriate duties as may be requested by their Line Manager. -This full time role is based on a 5 day working pattern that may include occasional duties outside office hours and at weekends. Candidate Requirements Youll need to have: -Good general education, including passes at GCSE at Grades 5-9 in English & Mathematics, or equivalent qualifications AND/OR significant experience in a directly relevant role -Qualification in an IT-related subject and/or significant experience in a directly relevant role (e.g. NQF Level 3 or equivalent) -Experience of working in a user facing environment -Experience of using and configuring operating systems, Office productivity tools and mobile devices -Good written and oral communication skills in English language -Strong interpersonal skills with ability to help people over the phone or face to face -Ability to clearly explain technical solutions -High attention to detail -Demonstrable interest in IT -Analytical and problem solving skills -Ability to work independently and as part of a team Benefits include -Flexible working -Holiday entitlement (in additional to Public Holidays) of 23 days per annum -Life assurance cover of 4 times annual salary -Contributory pension scheme (with salary exchange) -Healthcare benefit scheme -Profit related pay bonus scheme -Mobile phone -Payment of relevant professional subscriptions -Perkbox -Personal training budget of £250 and 2 days of time to spend on relevant CPD activity (qualifying conditions apply) How to apply Please send your CV by clicking the 'apply' button.