IT Helpdesk Technician-1st Line

Term: Permanent
Department: IT
Location: Manchester
The Firm

Fieldfisher is a European law firm with market leading practices in many of the world's most dynamic sectors. We are an exciting, forward-thinking organisation with a particular focus on technology, finance & financial services and energy & natural resources.

Our growing European network of offices supports an international client base alongside our Silicon Valley, Beijing and Shanghai teams. Among our clients, we count social media sites and high street coffee chains through to pharmaceutical, life sciences and medical devices companies, energy suppliers, banks and FTSE 100 companies.

Clients choose to work with us because we deliver commercial, pragmatic and innovative solutions through our exceptional legal expertise and experience, on time and on budget.

We have more than 600 lawyers spread over nine locations, all providing highly commercial advice based on an in-depth understanding of our clients' needs. We operate across our offices in Amsterdam, Brussels, China, Paris, Germany, Italy, UK, and the US - Silicon Valley. In the UK, we have approximately 700 people working in the London, Manchester and Birmingham.

The firm is growing rapidly and its revenue for 2016/17 was £165 million. The UK accounts for approximately 70% of the headcount.

The Team

The IT department has 40 members of staff across the UK and European offices made

The IT Department provide 24/7 IT Support to the business and the Service Desk are first point of contact. The hours of service are 08:00 and 19:00.  On call support is provided by local support teams between 19:00 to 08:00 via  remote support.

Outline of Role

The Service Desk team are based in the Manchester office and consist of a Service Desk team leader and 4 technicians. As a Service Desk Technician you will be responding to incidents and requests from the business received via phone, email and the self-service portal of the Service Desk system. The successful candidate will require an aptitude for working with applications to undertake analysis, diagnosis and resolution of incidents, which may range from straightforward to more complicated technical issues.   There is also a range of administration duties within this role.

Responsibilities

  • To act as the Single Point of Contact for the user base regarding incidents, service requests and queries
  • Providing first line technical support & troubleshooting software and hardware issues
  • Obtaining accurate user and fault information and logging it on the call management system
  • Regularly review and update incidents, ensuring that all tickets are dealt with in a timely and efficient manner
  • Escalate tickets to the 2nd and 3rd line support teams where needed.
  • To escalate tickets that are managed by our third party suppliers  where problems cannot be resolved in house
  • Achieving at least 65% first time fix rate or routing of call to final resolution
  • To meet personal productivity and quality targets as agreed with the Team Manager and in line with contractual SLA's
  • Identification of Major Incidents and communicating to the Service Desk Team Leader and Management team
  • contributing and promoting the use of the Knowledge base and recording known errors
  • Logging and escalating complaints to management
  • Any other duties as required.

Key Skills & Experience

Skills – Mandatory:

  • Excellent Customer Service Skills
  • Troubleshooting & Diagnostic skills
  • An analytical approach to problem solving
  • A commitment to the customer and to continuous learning and personal development
  • Good interpersonal skills
  • Adaptability
  • High Personal Standards
  • High level of technical knowledge of Microsoft products, particularly Windows XP & Office.
  • Tolerance of stressful situations.
  • An ability to work within a team.

Skills – Useful:

  • Experience of incident management software
  • Experience of using knowledge base software
  • Coaching and/or Mentoring
  • Experience of using Citrix or Active Directory
  • iManage 9Document Management System EMM
  • Lync 2013 / Skype for Business
  • ERP Systems
  • Ticket logging Systems
  • MS Dynamics

Qualifications:

  • ITIL Foundation v3
  • MCP certification would be desirable

Fieldfisher aims to ensure equality of opportunity and we are actively working towards improving the diversity of our staff.  All applications will only be considered on merit and the applicant's suitability to meet the requirements of the role.