Job number: 1432 | Department: Information Technology

Principal Duties and Responsibilities

• Provide 1^st /2^nd Line local and Service Desk support for all IT related service requests via telephone and email, and assist other IT members supporting the business locally and in remote locations.
• Ensuring customer service delivery is timely and accurate on a daily basis by actively triaging the ticket queue and ensuring proper assignment, responding to queries in a timely manner to ensure the high level of service satisfaction is met.
• Supervising and conducting the following:  hardware break fix operations (hardware diagnostics, memory upgrades, etc.), basic network and workstation configuration in a Microsoft AD environment, technology asset procurement, local end user training, manage new hire setup including end user asset deployment (computers, phones, mobiles, etc.).
• Raising concerns and provides recommendations to the team / Manager based on Service Desk trend analysis and observations through first lines of support.
• Proactively creating and updating technical documentation.
• Interacting with Group IT on Infrastructure, Security and operational IT issues.
• Collaborating on specific projects as directed by the IT Manager.
• Adhering to current policies and procedures as defined by the organisation.
• Due to nature of work out of hours cover may be required.

 Knowledge, Skills and Experience Required

• Relevant qualifications in the following areas would be ideal: Computer Science, Microsoft, CompTIA, ITIL.
• Demonstrated ability to manage small technical projects end to end and work independently when required.
• Experience working with Microsoft products (E.g., AD, Office, Teams), Citrix, AdEx, FileSite, Viewpoint, SharePoint, Mitel, antivirus, cost control programs and email filtering systems would be an advantage.
• A solid foundation in network administration and application support is required, with the ability to communicate to a non-technical audience.
• Excellent organisational, written, and oral communication skills are essential together with effective interpersonal skills and a high level of professionalism.
• Ability to perform several tasks concurrently with the ability to effectively prioritize them in a high-pressure environment.
• Experience with service desk applications and ITIL methodologies.
• Previous experience in a law firm setting would be an advantage.
• Ability to exercise a high degree of confidentiality.
• Strong technical documentation skills.
• The ability to provide out of hours support as required.
• Minimum 2-4 years’ experience in a similar role.