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IT Support 2nd Line

Posted on Jun 26, 2021 by Hudgell Solicitors

Hull, Yorkshire, United Kingdom
Immediate Start
Annual Salary

IT Support (2nd Line)


About Hudgell Solicitors

We are an award winning Legal 500 firm with specific expertise in claims involving personal injury, medical negligence, abuse, civil liberties, criminal injuries and international travel. We have offices in Hull and Manchester.

We are looking to recruit an experienced IT Support (2nd Line) to be responsible for running a responsive and proactive IT Service Desk in line with ITIL standards.

Whilst based in Hull, the role will require occasional travel to our other sites in Manchester.

Principal Accountabilities/Tasks

Manage the logging of all IT issues on the central service desk system;

Assist in the resolution of issues;

Where required, escalation of issues to the appropriate member internal or external contacts;

Analysis of service desk issues, identifying themes and training requirements;

Performing visual checks of servers and networking equipment each morning;

Managing the IT service desk, ensuring that all user issues are logged and dealt with in an appropriate manner, providing a service focused on excellence;

Managing the IT infrastructure and seeing issues through to resolution, involving and managing third party suppliers where necessary;

Managing Server Maintenance, windows updates and installation/upgrade of software.

Resolving all IT issues including server and network-based issues that have a major impact on the firm;

Establish a good level of familiarity with systems and applications used within the firm;

Establish good relations with staff and help maintain the good reputation of the IT service team;

Identifying recurring issues and putting in place solutions that prevent further reoccurrence;

Ensure the firm's backups and disaster recovery systems are functioning correctly and can be used to recover the IT systems in accordance with Recovery Point and Recovery Time objectives;

Implement solutions and ideas that improve our ability to provide great service;

Liaising with 3rd party suppliers with regards to hardware and software fixes;

Assisting the IT Operations Manager with project work;

Keeping records of all hardware and software on site;

Identifying training needs and providing end user training where required.

Essential Skills /Attributes Required

Ability to work unsupervised to a high standard and take a proactive approach

Proven record of working in a busy IT support environment

Experience of managing third parties to deliver technology solutions on time

Experience in troubleshooting Microsoft Windows, Apple Mac and Microsoft Office applications along with peripherals

Experience with supporting and configuring server solutions including Windows Server and virtualisation e.g. Hyper-V, Active Directory, DNS, DHCP and Group Policy

Experience in Microsoft 365 - Exchange Online, Active Directory

Experience of working within a busy and demanding environment

Experience of managing a multi-site environment

Excellent organisational and project management skills

Desirable Skills/Attributes

Working knowledge of ITIL disciplines to Foundation qualification

Experience working in a law firm environment

Reference: 1237700833

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