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Responsibilities:
* Provide first-line technical support to staff, addressing IT-related issues via phone, email, and in-person.
* Diagnose and resolve hardware and software problems, including laptops, desktops, printers, and mobile devices.
* Assist with the setup, configuration, and troubleshooting of various applications, including Microsoft Office Suite, document management systems, and legal-specific software.
* Log and manage incidents using the firm's ticketing system, ensuring timely resolution and accurate documentation.
* Escalate complex issues to Level Two support or other relevant teams as necessary.
* Monitor and follow up on outstanding tickets to ensure SLAs are met.
* Provide support and guidance to users on IT-related queries and best practices.
* Conduct IT inductions for new hires, including setting up user accounts, email, and necessary applications.
* Create and maintain user guides and documentation for common IT procedures and issues.
* Work collaboratively with the IT team to support larger projects and initiatives.
* Communicate effectively with users at all levels, providing clear and concise information and instructions.
* Maintain a high level of customer service and professionalism at all times.
Your Education & Qualifications:
* A degree in Information Technology, Computer Science, or a related field is preferred.
* Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are advantageous.
* Proficiency in Windows and Mac OS environments.
* Familiarity with Microsoft Office Suite and Office 365.
* Basic understanding of network principles, including TCP/IP, DNS, and VPN.
* Experience with remote support tools and ticketing systems.
* Ability to work independently and as part of a team.
* High level of attention to detail and organizational skills.
* Previous experience in an IT support role, preferably within a professional services environment.
* Experience in a law firm or legal environment is a plus.
Please APPLY directly or feel free to contact me on 01791 7002 for further details.
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