IT Service Delivery Technician (1st/2nd Line)Bradford City Centre + 2 days home working
£28,000 - £32,000
Your new role
Supporting the firm's IT users and line-of-business applications as part of an integrated, hybrid, internal and outsourced IT Service Delivery Team ensuring support/service requests are properly and effectively handled in a timely fashion and provide support and expertise to projects.
Responsibilities
IT problem solving as part of an integrated, hybrid internal/outsourced IT team following ITIL principles where applicable at 1st/2nd line level.
Acting as an on-site escalation point for the outsourced element of the IT team providing seamless service continuity where an issue is being handled by both internal and external teams to ensure our IT users ("customers") benefit from nothing less than a 1st class experience.
Providing induction and on-going training to our customers on the use of our IT systems, line of business applications and other software applications/services within our portfolio including arranging "refresher" training for teams and individuals as required.
Providing support to IT projects by taking ownership of smaller, discreet matters and contributing expertise to larger, firm-wide undertakings all the way from inception through to piloting, implementation, roll-out, documentation and training.
Ensuring IT remains visible and accessible by conducting regular visits to all the firm's offices.
Experience needed
Good, all-round technical knowledge of the Microsoft Windows desktop operating system.
Demonstrable technical ability and good troubleshooting and fault-finding skills for both hardware and software-related issues is essential.
Thorough working knowledge of the Microsoft 365 platform and its primary constituent applications.
An understanding of the principle aims and benefits of desktop virtualisation.
Working knowledge of Microsoft Windows Server operating systems and services would be beneficial but not essential.
Ability to apply a methodical approach to fault-finding.
Experience working in an ITIL-governed environment.
Experience of new hardware and software deployments at all stages.
A "can-do" attitude combined with an empathetic and approachable demeanour with regards to customer support.
Ability to work cooperatively with other team members both internally and externally always ensuring that the customer experience is given the highest priority.
Previous experience of legal software applications (digital dictation, case/practice management systems, legal forms packages etc.) would be beneficial.
A basic understanding of the aims and benefits of the Cyber Essentials framework would be beneficial but not required.
Customer service focussed and always happy to help.
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