1st​/2nd Line 3RD LINE - WON

• Location:
  
  Leeds City Centre
• BUY AND SELL HOLIDAYS
• CHILDCARE VOUCHERS
• SEASON TICKET LOANS
• STAFF INTRODUCTION SCHEME
• EMPLOYEE ELECTED BENEFITS
• OPTICAL
• CYCLE TO WORK SCHEME
• SOCIAL BUDGET
• EMPLOYEE ASSISTANCE PROGRAMME
• MICROSOFT OFFICE FOR HOME USE
• EXTRA HOLIDAYS FOR LONG SERVICE
• LONG SERVICE BONUS SCHEME
• LIFE ASSURANCE
• PENSION
• PROJECT WINDOWS 10
• TEAM ATMOSPHERE
• EVENTS

To provide high level support to the client ensuring their productivity through effective use of the Firms IT systems.

To deliver an excellent client service experience and to continually improve the quality of the service delivered through proactivity, good communication, technical skill and organisation._________________________________________________________________________

The post holder is a member of an IT team and should be prepared to help when assistance is required, either within the same team, or from other teams.

Apart from technical skills, excellent client service skills, proactivity, good communication, flexibility and a team oriented approach are important aspects of this role.

• Take and record calls (incidents and service requests) on the IT service desk system, ensuring that all client contact and updates are recorded.
• 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.
• Keep the Service Desk application and colleagues updated with the status of incidents.
• Chase overdue incidents.
• Liaise with the Line Managers to identify, diagnose and resolve problems impacting the IT environment.
• Application delivery, Patching and Anti-Virus
• Virus check removable media as and when required.
• Install software where appropriate.
• Demonstrate how to use the loan equipment on request e.g. portable PC’s, printers and projectors.
• Check loan equipment including all parts and consumables in and out.
• Ensure visibility on the internal client floors on a regular basis with a view to developing a working relationship with internal clients in the wider practice and where appropriate walk the internal client floors to maintain that visibility and act as an ambassador for IT.
• Trend Analysis and Problem management
• Work with a variety of Business and Technical teams to enhance service

• Manage and keep antivirus and other desktop security systems up to date.
• Prepare, reconfigure and distribute equipment required for new members of staff.
• Liaise with the Service Delivery Manager to keep the system up to date with starters and leavers' information.
• Remove and dispose of redundant equipment

• Asset tag, log and where appropriate document all IT assets.
• Follow the IT software license procedure.
• Contribute and keep up to date documentation for IT Service Desk procedures.
• Contribute technical information and know-how to the IT knowledge base.

• Compliance with IT Procedures.
• Keep up to date with IT developments to improve client service.
• Take part in the rota for out of hours support as required.
• Participate in approved IT related projects as directed.
• Carry out any other reasonable tasks as when it is required by the firm.
• Provide assistance where necessary during system downs and emergencies.

• To ensure that information is handled in accordance with the firm’s policies and procedures relating to information security.
• To encourage a security conscious culture within the firm, by supporting and engaging with the firm’s initiatives.
• To proactively and promptly report any concerns/issues relating to information security.
• To assist the firm in achieving its security objectives which…