Due to promotion within the 1st Line team, we are now looking to recruit a 1st Line Service Desk Engineer. The IT Team is responsible for all aspects of IT across the business, covering User Support, Infrastructure, Network, Security, Data and Development team. Purpose of job As a member of the 1st Line Team, your role will be provide a first class level of support to internal users acting as their first contact. Working to ITIL best practices, you will strive to provide an efficient, responsive, helpful service that ensures a users support request is handled in the most appropriate way from first contact through to closure or escalation. The service will be continually analysed, evaluated and enhanced based on user feedback and data. Close collaboration with your peers and the 2nd line team to ensure alignment is a key to the success of this role and service being provided. The role will suit someone who has previous experience of working in IT, wants to be in a role that assists users who may not necessarily have IT backgrounds to overcome their IT challenges through verbal and written communication and learning troubleshooting techniques. You will be a driven individual who feels you could excel in a busy and buoyant working environment and enjoy being part of a successful team. As part of a wider IT services team, the future offers numerous progression and personal development opportunities for enthusiastic and talented employees looking to build their career in the IT profession. Accountabilities
* Providing a punctual and available 1st contact to our users requiring support.
* Accuracy of Data used to define, troubleshoot and close tickets passed through the ticketing system.
* Providing great customer service in a friendly, professional and easy to understand manner, breaking down the technical jargon.
* Assisting and supporting apprentices within the team.
* Contributing to the overall success of the IT Team.
Experience working within an IT Service Desk
* Microsoft Technologies e.g. Active Directory, Office 2016, 2019, O365
* ITIL Foundation
* IT troubleshooting skills
* Excellent communication skills
* Ability to work under pressure and to meet deadlines
* A highly customer service focused mind-set
* Effective team-player
* A commitment to ongoing development.
Birketts is a full service, UK Top 50 law firm. With a heritage spanning 160 years, we have more than 700 lawyers and legal professionals based in Cambridge, Chelmsford, Ipswich, London, Norwich and Sevenoaks. We advise businesses, government and public sector organisations and individuals in the UK and internationally across four principal practice groups: property, corporate services, litigation and private client advisory.
We are defined by our Next Level Law proposition. We work with our clients as a proactive partner, horizon scanning and thinking ahead to the changes, challenges or opportunities that they may face. Next Level Law is also applied to our people. Our collegiate culture means everyone is encouraged to achieve their next level in everything they do. RollOnFriday recently ranked us as the 5th best law firm to work at in 2024. With our ambition to succeed, comes a strong desire to make a positive contribution to the communities we serve, and we are committed to delivering the objectives set out in our ESG strategy. Diversity plays an integral part in all that we do, with female partners comprising 40% of our partnership. The department
One of the best things about joining Birketts is our rewards package. At Birketts we are appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. A competitive salary and benefits package is given but you can also expect a great team and supportive colleagues, a strong focus on diversity, inclusion and equal opportunities, a programme of wellbeing and mental health support and structured career development and study support.
* 25 days holiday (FTE) plus Bank Holidays rising with service. (SA + 30 days)
* Long Service holiday award - 1 extra week every 10 years continuous service
* Private Healthcare - BUPA (offered after probation is passed)
* Scottish Widows Pension Scheme (5% employer / 5% Employee)
* Staff Profit Share / Salary sacrifice (Pensions, Staff Profit Share)
* Life Assurance - 4 x salary / Permanent Health Insurance
* Paid CSR Day
* Enhanced Maternity/Paternity Leave
* Season Ticket Loan
* Gym Flex membership
* Electric car scheme
* Dress for your Day Policy
* Agile Working Policy
* 35 hour working week