IT Help Desk, IT support to support - IT service management in Nottingham

About Potter Clarkson: At Potter Clarkson, our purpose is simple: to protect innovation, empower commercial success and work in close partnership with our clients as their trusted IP advisers. As one of Europe's leading and genuinely full-service IP law firms, we provide the complete blend of legal, technical and commercial expertise to maximise the value of your ideas, brands and innovations.

About the role: You will play a crucial role in Potter Clarkson’s IT team. Your primary responsibilities will include providing first line support to users across the business, resolving incidents and fulfilling service requests efficiently and professionally. Acting as the initial point of contact for IT issues, the role focuses on delivering an excellent user experience, following defined processes, and escalating issues where necessary to ensure a timely resolution.

Responsibilities:

• Act as the first point of contact for IT incidents and service requests via phone, email, and in-person.
• Maintain accurate records of issues and resolution using the ticketing system, ensuring clear documentation and adherence to SLAs.
• Provide assistance, either directly or through escalation to another team member.
• Monitor automated systems.
• Support users with account/group management tasks, password resets, device onboarding and basic application troubleshooting.
• Assist in the setup and configuration of new hardware and software.
• Diagnose and resolve common hardware and software issues, escalating more complex problems as required.
• Produce and contribute to the creation and maintenance of knowledge base articles, user guides and training videos whilst maintaining agreed procedures.
• Provide onboard training for new staff and other application training as necessary.

Required skills:

• A strong interest in IT and a willingness to learn.
• Basic knowledge of Windows, Microsoft Office, email, and common workplace applications.
• Good communication skills, both written and verbal.
• A helpful and professional approach to customer service.
• Good attention to detail when recording information and following instructions.
• Ability to manage assigned tasks, ask questions, and seek support when required.
• A proactive attitude towards learning, training, and personal development.
• Ability to work well as part of a team.

The following experience would be beneficial:

• Previous experience in IT, customer service, administration, or a similar support-focused environment.
• Basic awareness of Microsoft 365, including Outlook, Teams, Word, Excel, SharePoint, and OneDrive.
• An interest in IT support, cybersecurity, cloud services, and Microsoft technologies.
• Working towards, or willing to work towards, Microsoft, ITIL, or other relevant IT qualifications.

Entry requirements: 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject; GCSE Maths and English (or equivalents) at grades 3+ (D or above). Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject. You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme. If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.

Working hours: 37.5 per week. Once both we and the apprentice are comfortable, shifts will cover Monday to Friday, operating the earlier shift (8:00am - 4:15pm) or later shift (9:45am - 6:00pm).

Benefits:

• Healthcare & pension scheme
• Birthday off
• 24 days annual leave (32 days including bank holidays off)
• Birthday leave
• Charity days
• Away days and Christmas party
• Travel loan scheme

Future prospects: 90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average.

About QA: Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed.

Interested? Apply now! Please be advised that this advert may close prior to the closing date stated above if a high number of applications are received. If you are interested in this vacancy please apply below as soon as possible.