IT Service Desk Technician

Overview:

Are you an experienced 1^st or 2^nd line IT Service Desk Technician?

We are looking for an experienced 1^st or 2^nd line IT Service Desk Technician to join our team at Walker Morris who is solutions orientated and passionate about helping others on a fixed term contract.

As a 1^st or 2^nd Line IT Service Desk Technician you play a crucial role, working alongside an experienced team answering user queries and efficiently responding to service requests, both over the phone and via our ticketing system. You will proactively resolve queries and identify trends to help improve team efficiency.

You will be supported by your manager and join a friendly team who are always looking for ways to improve.

If you have a passion for delivering excellent customer service, strong technical skills, and the ability to work collaboratively in a fast-paced environment, we want to hear from you!

Responsibilities:

What you will be doing as an IT Service Desk Technician:

• Investigate, monitor and resolve any incidents/service requests assigned to you
• Liaise with our internal and external clients, IT support personnel and external suppliers to resolve incidents
• Log and monitor incidents and service requests using the Service Management software, ensuring that all client contact and updates are recorded
• Conduct trend analysis to proactively reduce common requests
• Liaise with the Line Managers to identify, diagnose and resolve IT incidents and service requests

What we are looking for:

• Experience within 1^st line support role
• Experience of 2^nd line support is beneficial but not required
• Relevant IT qualifications/education are preferred but not essential
• Experience using Microsoft 10, Outlook, Microsoft 365, Teams, Excel and Powerpoint is preferred but not essential.
• Experience within a law firm would be advantageous but not essential.
• Excellent diagnostic skills
• Ability to communicate clearly with key stakeholders and colleagues
• Organised with the ability to prioritise your workload

This role is office based in Leeds City Centre.

Qualifications:

Why Join Walker Morris:

When you’re looking for a job, we know it's about more than just the role. That's why we provide the support you need to develop and grow your career. We’ve hybrid and flexible working, so you can make work and life work together for you. Walker Morris is a top 100 commercial law firm where you don’t have to fit a mould, so you can bring your full self to work.

We’ve recently launched the new Walker Morris brand, which brings to life what it’s really like to work with and within the firm. What it really comes back to is our purpose, to forge your own path. It means we’re 70% corporate professional law firm but with 30% individual expression – meaning we’re personal, modern and have a drive for innovation.

What we offer:

• Annual Leave – minimum of 25 days per year, increasing to 31 days with length of service. Also – buy/sell holidays up to 5 days per year
• Bonus Scheme – our annual bonus scheme recognises outstanding contributions to the firm and our ambitions. All colleagues are eligible subject to meeting the criteria of the scheme.
• Pension – saving for retirement? Let us do the hard work for you. We auto-enrol all eligible colleagues in to a workplace pension and we contribute a minimum of 5% of annual salary
• Life Assurance – 4x your annual salary in the event of a death in service

Each individual brings their own unique capabilities, experiences and characteristics to their work, so you don’t have to meet all the requirements listed to apply for this role.

Type of Working: Office based