Overview
Join to apply for the Second Line Support Analyst role at Ampa - Legal & Professional Services.
We are looking for a Second Line Service Desk Analyst to join our multi-functional IT team, part of the firm’s Business Operations group.
Working pattern: 37 hours per week, rota between 7:00 am and 7:00 pm, Monday to Friday. Flexibility to work additional hours on evenings and weekends may be required. On-site in Birmingham four days a week and one day remote.
Responsibilities
* Own, monitor, track, and communicate about incidents assigned to the relevant IT Support Team
* Resolve IT support incidents and service requests within agreed SLA timeframes
* Investigate and diagnose incidents escalated from the Service Desk/IT Support
* Escalate incidents to IT Management or External Vendors
* Provide desktop hardware and software support
* Update Service Desk systems in accordance with internal procedures
* Deliver remote support for home workers
* Onsite support for designated locations; travelling to other offices may be required
Qualifications
* A minimum of 2-3 years experience working in an IT service desk environment
* Experience using Windows 10, Microsoft Office 2016 or Microsoft Office 365 with knowledge of supporting Windows operating systems
* The ability to provide full user account management
* Knowledge of printer and network troubleshooting
* Excellent communication skills and commitment to delivering excellent levels of service to clients at all times
* Excellent personal organisation, the ability to prioritise and carry out multiple tasks
Working arrangements
We operate with agile working and a blended approach to where and how we work. 37 hours per week; 7:00 am – 7:00 pm, Monday to Friday on a rotational basis. Location: 4 days on-site in Birmingham and 1 day working from home. Flexibility to work additional hours on evenings and weekends may be required.
Benefits and information
We embrace agile working and offer a blended approach to where and how we work. We value flexibility and the contribution you bring, not where you work.
About Ampa Group
Ampa - a leading group of legal and professional services brands, home to leading legal services firms such as Shakespeare Martineau, Lime Solicitors, Mayo Wynne Baxter, Marrons and others. Our House of Brands converges to unlock opportunities for career advancement, collaboration, and comprehensive business services support across disciplines including HR, IT, finance, and marketing. Our purpose is to enable growth across each brand within our collective by providing shared infrastructure and central support.
If you are passionate about driving positive change within an inclusive, diverse, and supportive culture, join our team as we continue to unlock the potential in our people, clients, and investors.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Law Practice
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