IT Apprentice

Term: Contract
Department: IT Services
Location: Birmingham
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 (including European Offices. Mabel Evans is the IT Director).

The Service Desk team consists of two team leaders and eight Technicians.  The Service Desk are responsible for providing 24/7 IT Support (first and second line) to the firm between the hours of 08:00 and 19:00 from the office and between 19:00 to 08:00 via remote support (on-call technician).

The Birmingham Office consists of one Senior IT Analyst providing 1st and 2nd line support during the hours of 08:00 – 16:00.

Role Summary:

The key purpose of this role is to provide first line support to Fieldfisher staff between the hours of 09:00 – 17:00 UK time. Initial working hours will be from 08:00 – 16:00 UK time for the first month of employment. This role reports into the Senior IT Support Analyst Birmingham. The ideal candidate will be a flexible and highly self-motivated individual who thrives on both the challenge of 1st line support as well as getting involved in on site IT project work and learning the scope of 2nd line support.

Responsibilities
  • Assist with walk ups, direct emails and telephone calls and log and record information in the IT Service Management Tool;
  • Log all incidents/requests in the Call Logging system (TOP desk) to utilise the Service Desk to review and update all tickets assigned to the Birmingham office;
  • Be a local point of contact for the technical 2nd/3rd line teams and provide remote hands as required;
  • Troubleshoot hardware and software issues,
  • Assist with recording and maintaining the IT Assets for Birmingham Office;
  • Attend IT Department meetings;
  • Respond to user requests in a timely manner in order to provide effective resolution of system issues and when necessary notify the Senior IT Analyst of any user requests that cannot be adequately responded to in a timely manner;
  • To maintain a high degree of customer service for all support queries;
  • Assist with the installation of new or upgraded systems and applications.Participate in testing and troubleshooting as needed;
  • Process new joiners and leavers in the Birmingham office and for other offices as required;
  • Make recommendations to improve processes and procedures and participate in implementation or take the lead in implementation as assigned;
  • Provide one-to-one desk-side support to users as required;
  • Develop and maintain accurate technical documentation for systems and processes;
  • Provide meeting room support by assisting with the setting-up of video conferences and presentations and monitor video conferences as required.
  • Advising the Senior IT Analyst and Service Desk Team Leaders of any potential customer issues or complaints.
  • Work closely with the Senior IT Analyst to ensure that business needs are met.
Key Skills & Experience
  • Delivering excellence to clients (both external and internal) is of paramount importance.
  • Excellent customer service skills and good telephone manner are a must.
  • Must be able to demonstrate a positive ‘can do’ attitude at all times.
  • Basic user administration skills.
  • Knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2010-2013.
  • Must have excellent verbal and written communications skills and be able to communicate effectively at all levels within the organisation.
  • Ability to work under pressure, have a flexible approach to problem solving and respond positively to change.
  • Capable of working individually and as part of a team.
  • A ‘continuous improvement’ philosophy must be embraced.
  • Excellent time keeping and time management skills are a necessity.
  • Eager to gain knowledge and proactively take on instruction and training.

Experience in the following systems would be desirable:

  • Experience with Windows 7 and other Microsoft operating systems
  • Experience with Microsoft Office 2010
  • Experience with Active Directory
  • Skype For Business
  • Familiarity with server room environments
  • Experience with software such as document management systems, legal forms digital dictation systems would be advantageous

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.