IT Customer Support Analyst

Role Summary

Initial point of contact for all users when engaging with the IT department, providing first line technical support to a user base of approximately 90 people.

Main Duties

• Provide first line technical support to all Gepp end-users (clients) – taking queries by telephone and email and in person.

• Ensure all clients receive a professional, friendly and enthusiastic level of service.

• Resolve all software or hardware issues if possible, but when necessary triage issues to the appropriate second-line support person.

• Ensure solutions to IT issues are recorded for future reference.

• Ensure all calls/emails are logged correctly in the help desk system.

• Proactively monitor and manage the help desk ticket queue.

• Set up new equipment and upgrade existing (PCs, laptops, mobile phones).

• Preparing meeting rooms for seminars/meetings as appropriate.

• Provide support for meeting room AV solutions.

• Set up user accounts and maintain user profiles.

• Participate in the delivery of projects (business and technical), where required

• Liaise with external solution providers as necessary.

• Keep abreast of developments in relation to key technologies.

• Adhere to and comply with the Firm’s commitment to various “Quality Standards” including Lexcel, ISO/LQS 9001, the Conveyancing Quality Standard and the standards set by the Legal Aid Agency.

• Adhere to the Law Society’s Client Care directive and to the Firm’s own policies as set out in the Terms and Conditions of business.

Skills Required

• Excellent IT technical support skills.

• A customer service focus with proven ability to communicate effectively with individuals of all levels.

• Demonstrable problem solving techniques.

• Flexible team player, with “can do” attitude to service delivery.

• Good communication skills, both written and oral.

Experience and Qualifications Required

• A minimum 2 years of experience in an IT help/service desk environment.

• Experience of supporting a cloud-based IT environment and knowledge of Office 365 will be beneficial.                                                

• Experience within a commercial law firm environment is not necessary but may be useful.

Formal qualifications are not necessary, but somebody with a CompTIA A+ certification or equivalent would be beneficial.

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A competitive package awaits you at our new and exciting offices on the edge of Chelmsford with free parking

For more information, please send your CV in confidence to mollisonk@gepp.co.uk