Service Desk Engineer / Manchester / £22-26k pro rata This is an 8-month contract and the salary will work out between £22k - £26k pro rata. Essential · A minimum of 4 years’ experience of IT support in a corporate environment. · Troubleshooting in a corporate computing environment; · Investigation and diagnostic skills; · Microsoft Windows 10; · Microsoft Office 365 suite of Applications & Teams; · iPhone / iPad Technology and mobile apps; · General user administration tasks; · Data/voice cabling and patching. · Citrix XenApp/XenDesktop working experience; Desirable · Experience working with Legal tools in the legal sector · iManage Document Management System · Service Now ticket logging · Microsoft Certified Desktop Support Technician (MCDST) or above; · Working knowledge of ITIL/Service management best practice; · Accredited ITIL certification (Foundation level); · Experience in leading small projects. Competencies (Non-Technical) · Good, confident communicator in English; · Positive attitude, well-motivated, keen to learn. Willing to work on a full range of support activities; · Able to work independently, take responsibility and the initiative as necessary to resolve support issues; · Commitment and energy – there will be times when work needs to be completed outside of normal office hours; · Good interpersonal skills – ability and drive to work well as part of a team. Role summary/purpose of job · General IT service and user support to all levels of colleagues both face to face and via email/telephone; · Logging support requests and incidents; · The monitoring and completion of issues and requests received by the IT Service Desk. This may involve escalation to local and international support teams; · Troubleshoot problems, use diagnostic tools as needed and escalate the problem to a more skilled technician as needed; · Liaising with regional offices and third party suppliers to resolve user support issues. Key responsibilities and deliverables IT Responsibilities: · Responsible for all IT support queues · Meeting agreed Service Target Levels according to Terms of Engagement · Development of Knowledge Bank · Effective liaison with colleagues and all IT teams to provide a seamless, customer focused support service · Responsive and timely assistance for all colleagues seeking assistance · Embedding ITIL Service Management in the region · Liaising with colleagues on complex IT tasks and delivering appropriate and innovative solutions · Provision of training to colleagues, as required · Generating and researching innovative technology and process ideas Quality & Process · Effective monitoring and accurate logging and resolution of relevant calls in the firm’s ticketing system; · Ensure that any acquired knowledge is entered into Service Now KB; · Escalate calls intelligently and appropriately; · Comply with Terms of Engagement when passing calls to other IT teams; · Communicate clearly and frequently with colleagues and visitors regarding open issues; · Set expectations for customers so they understand how and when their issues/requests will be addressed; · Perform agreed recurring administration tasks; · Assist in the accurate administration of accounts and systems, as required; · Provide innovative suggestions for technology or processes and pursue via the research pipeline. Professionalism · Adopt a customer centric approach and relate to colleagues and visitors in a friendly and professional manner (responsive, considerate, empathic, setting expectations, positive attitude, good follow up etc.); · Personal attire and presentation are of paramount importance in this customer facing role. Must be professional and smartly dressed at all times; · Good attendance record and minimal lateness; · Attend and contribute constructively in team meetings and Front Office meetings; · Effective team working (cooperation, respect, sharing, good humour, open minded, supportive etc.); · Good communication skills (verbal and written, frequency, clarity, succinct etc.) · Positive contact with external and internal clients (responsive, consideration of their needs, good follow up etc.); · Management of self/time/resources (accuracy, planning, meet deadlines, consistency, reliability etc.); · Follow departmental processes and maintain documentation and logs as required; · Comply with all HR policies, as documented on the intranet; · Participate in the IT community and contribute to our IT strategy and its goals. Manage Cookie Preferences