First Line Support Analyst in Worcester

We are looking for a quick learner and keen Service Desk Analyst to join the IT team. This is a junior position which would suit someone with an interest in IT, who enjoys supporting people and providing excellent customer service. A graduate or around a year’s experience in IT support would be preferred but is not essential.

The primary purpose of this role is to join the service desk team in providing first line IT support. Based in our Leamington Spa or Worcester office, and reporting to the Service Desk Team Leader, you will provide IT support via remote support tools and in-person visits. You will work pragmatically and collaboratively with the wider, geographically disparate, IT team. You will be responsible for delivering an excellent user experience, which reflects our position as a provider of high-quality legal services and underpins all our employees’ ability to deliver excellent service to their clients.

Main Duties:

• Act as the initial contact for all IT-related queries via phone, email, chat, walk-ups or ticketing system.
• Log, categorise, and prioritise incidents and service requests in the IT Service Management tool (ITSM).
• Provide first line diagnosis and resolution for common hardware, software and network issues.
• Escalate unresolved incidents or service requests to 2/3rd line for guidance or senior support for resolution where necessary.
• Adhere to SLA’s, keeping users updated at all times.
• Leverage internal knowledge base to help users resolve their queries, work to identify new knowledge base articles requirements, any required updates and assist with their completion.
• Installing and configuring operating systems and software.
• Maintaining the existing devices and peripherals to agreed standards by performing upgrades and new installations, as well as carrying out routine procedures.
• Maintaining a safe IT environment.
• Assisting in the compilation and maintenance of an accurate inventory of hardware and software.
• Identify and escalate areas of improvement within the HCR IT space.
• Be visible to the firm by adopting different support approaches such as phone, email, teams and in-person visits.
• Traveling between HCR offices when necessary.
• Participate in a shifted work pattern and in an out-of-hours support rota.

About You

As a Service Desk Analyst you will have:

• Passion for supporting people with IT and drive to deliver excellent customer service.
• Collaborating with the different teams.
• A willingness to learn.
• The ability to communicate clearly, concisely, and accurately.
• Innovative thinking and creative problem-solving skills.
• A proven knowledge of IT hardware, software, and networking fundamentals.
• Experience working with an ITSM system to prioritise workload (preferred).
• Experience within a professional environment in an IT support role (preferred).
• Full UK driving licence (preferred).

Benefits of working with us:

• Scottish Widows Pension Scheme.
• 28 days annual leave (plus public holidays).
• Bonus scheme.
• Healthcare cash plan.
• Electric vehicle scheme.
• Happy People / Perks at Work benefits portal.
• Cycle to Work scheme.
• Life Assurance.
• 1/3 gym membership contribution.
• Flu vaccinations.

HCR suits people who love a challenge and want to work in an environment where careers thrive on the back of hard work and personal merit. Our people enjoy feeling part of something bigger than themselves, and whilst our clients drive our development, it is our people who bring their energy, enthusiasm, and entrepreneurial mindsets together to solve problems and help our clients succeed.

As HCR is an equal opportunities employer, we don’t just accept differences, we celebrate them. We want to attract a diverse and ambitious workforce that reflects all backgrounds and skills to create a workplace that is supportive and inclusive, recognises and nurtures talent, and which works together to achieve the best outcome for our clients.

If this opportunity sounds of interest to you, please make an application and submit your CV.