IT Tier 1 Analyst

To work as part of the Service Team delivering high quality IT service to Addleshaw Goddard’s internal customers. To provide the first point of contact for our customers and to provide a first time fix wherever possible. To effectively triage calls so that if they are escalated initial checks have been done effectively and good investigative detail is provided for other IT teams. The role is based in Leeds but from time to time it be necessary to work from one of the other offices.

The hours required are 35 hours per week and this will be part of a rota covering the hours of service offered to the business. Undertake weekend, International and bank holiday support, based in the office and according to a national rota.

THE TEAM

• The Internal IT Service Desk is a vital component of our firm’s technology infrastructure, serving as the first point of contact for all IT-related issues. The IT Service Desk is 15 members strong comprising of Analysts, Team Lead and Manager, and is in the heart of Leeds, UK.

• We act as the IT backbone for the entire law firm, supporting legal professionals, administrative staff, and various business services teams.

• We pride ourselves in the high standard of support we provide, proactive problem identification and prevention, and in delivering innovative and creative solutions.

• We actively promote career development within the team by providing training and certifications to enhance technical skills, leadership roles for experienced team members, and cross-functional exposure through collaboration with other IT departments. We are proud of creating an environment where a number of our team members have successfully transitioned to other internal IT departments.

WHAT TO EXPECT IN THIS ROLE

• Responsible for providing excellent customer service in all interactions with

• Provide 1st line Service Desk assistance to those customers seeking support via the central support number; email or face to face by resolving issues at the first point of contact whenever possible.

• Provide good quality triage to all calls. If escalation is needed, you will be responsible for providing good quality documentation of the work done to provide the escalation teams with the necessary information needed for further investigation.

• Use the call logging software to record the details of all calls, enter updates, track status and resolution.

• To take an active part, from time to time, in "ad-hoc" projects with regard to the firm’s equipment. This will necessitate attending appropriate meetings and carrying out some of this work outside core hours. Projects may include trainee desk moves, hardware upgrades and completion support.

• Responsible for following IT processes and seeking to improve those processes where appropriate., Addleshaw Goddard is a place where you are valued, encouraged, and challenged to fulfil your potential in a supportive and collegiate environment. Our culture of improvement, growth and collaboration delivers results, drives innovation, and rewards ambition.

We not only provide technical excellence and experience but, crucially, demonstrate real insight into our clients and what really matters to them and as such we are natural choice for FTSE100 clients and their equivalents in other markets.

Our success has been built by people from the widest range of backgrounds, locations, and perspectives. We have a number of employee networks that provide space to discuss the differences that make us who we are and celebrate this at AG.

OUR BENEFITS

As a firm, we aim to provide a positive experience to everyone who works here and our focus on financial, lifestyle and wellbeing benefits ensures that this experience goes beyond the nine-to-five. As part of this mission, some of the benefits employees of AG can expect are;

• Life Assurance & Income Protection

• Competitive employer matched pension contribution rate

• Health and wellbeing subsidiary, up to £180 per year

• One day per year to volunteer (as part of our CSR initiative

• Buy/Sell holidays (up to 5 days each year)

• Mental health and wellbeing initiatives such as The Mindful Business Charter, Mental Health Champions and 1:1 sessions with an in-house professional

• Talent referral bonus incentives

• AG Excellence awards for the recognition of exceptional effort

• Opt in private medical and private dental insurance

• Opt in annual health screening

• Voluntary critical illness cover

• Annual discretionary bonus plan

OUR APPROACH: IMAGINE THE BEST YOU CAN BE

Everything we’ve accomplished can be traced back to our people and the way we work. Our reputation is something we are proud of, and constantly invest in.

Here, you’ll do high calibre work, with high-character colleagues who care for one another and our clients.

Are you up for the challenge?

Documents

• A proven team player who is able to work closely and effectively with colleagues on the Service Desk to ensure the rapid and correct resolution of IT challenges.

• Excellent timekeeping as the shift-based working of the Service Desk team demands self-motivation and high personal standards in order to provide a seamless service to both internal and external clients.

• A professional appearance reflective of the nature of the firm is essential at all times.

• Excellent communication and problem-solving skills.

• Basic understanding and experience of supporting a range of IT applications, platforms and technologies such as Windows 10, Exchange Online, MS Office 2016 & O365 suite applications.

• Basic understanding of hardware knowledge of PCs, peripherals and iOS devices

• An outstanding customer service ethos and able to demonstrate such through examples.

Wealth & Protection

Lifestyle

Health & Wellbeing

Need Help & Assistance?

Leeds

3 Sovereign Square, Sovereign Street, Leeds, United Kingdom, LS1 4ER

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Meet the recruiter

Liam Ogden

Email Liam Ogden: Liam.Ogden@addleshawgoddard.com

Speak with Liam Ogden: +44 161 934 6818