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- Tasks: Provide first line IT support and ensure excellent user experience.
- Company: Join an award-winning Top 50 UK law firm with a collaborative culture.
- Benefits: Gain valuable experience in IT support while working in a dynamic environment.
- Why this job: Kickstart your IT career and make a real difference in a supportive team.
- Qualifications: Passion for IT, customer service skills, and a willingness to learn.
- Other info: Opportunities for growth and development in a vibrant workplace.
The predicted salary is between 30000 - 42000 £ per year.
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 Worcester, 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.
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).
First Line Support Analyst in Worcester employer: HCR Law
Contact Detail:
HCR Law Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Support Analyst in Worcester
✨Tip Number 1
Get to know the company! Research Harrison Clark Rickerbys and understand their values and culture. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Service Desk Analyst, you'll need to explain technical issues clearly. Try role-playing with a friend or family member to get comfortable with breaking down complex IT concepts into simple terms.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the role and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and really want to be part of the team at Harrison Clark Rickerbys.
We think you need these skills to ace First Line Support Analyst in Worcester
Some tips for your application 🫡
Show Your Passion for IT: Let us see your enthusiasm for IT in your application! Share any relevant experiences or projects that highlight your interest in supporting people and solving tech issues. We love candidates who are eager to learn and grow with us.
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter for the First Line Support Analyst role. Highlight your customer service skills and any experience you have with IT support. This helps us see how you fit into our team and the role!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon unless necessary. We appreciate candidates who can communicate effectively, just like we do with our users!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at HCR Law
✨Know Your IT Basics
Brush up on your knowledge of IT hardware, software, and networking fundamentals. Be prepared to discuss common issues you might encounter in a first line support role, as well as how you would approach diagnosing and resolving them.
✨Showcase Your Customer Service Skills
Since this role is all about supporting people, think of examples where you've provided excellent customer service. Whether it's in a previous job or during your studies, be ready to share how you handled difficult situations and ensured user satisfaction.
✨Familiarise Yourself with ITSM Tools
If you have experience with IT Service Management tools, make sure to mention it! If not, do a bit of research on how these systems work. Understanding how to log, categorise, and prioritise incidents will show that you're proactive and ready to hit the ground running.
✨Demonstrate Your Willingness to Learn
This position is ideal for quick learners, so express your eagerness to grow within the role. Share any relevant courses or certifications you've completed, and talk about how you stay updated with the latest IT trends and technologies.
