Reporting to: Team Leader Why is this role important and how does it fit into the team, department and wider firm? To provide 2nd line support through taking calls and handling the resulting incidents or service requests following our incident management and request fulfilment processes. What does the role actually involve?

Diagnosis and resolution of second line incidents escalated via the 1st line team
Log all tickets ensuring the appropriate details of the calls are captured
Processing of IT service requests within agreed SLAs
Assist/liaise with contractors, third parties who may attend site to resolve problems with peripherals e.g. MFD devices
Ensure service levels, team objectives and SLAs are met set by the team leader/Services Manager
Proactively identify problems, trends and propose solutions to the 1st/2nd line team leaders
The IT support desk operates a shift system covering between 7.00am and 5.30pm. Weekend and out of hours
working may be required in support of go lives/office moves etc. Travel to our other offices may be required on an adhoc basis
This is an office based role with frequent travel to our London and Nottingham offices

What technical skills are required for someone to be successful and enjoy the role?
Experience of working in a Windows 7 environment
Excellent knowledge of Word, Excel, PowerPoint and Outlook
Exceptional attention to detail, ensuring accuracy in all communications
A basic understanding of legal applications would be useful
An understanding of the ITIL framework would be useful (although training would be provided)
+ Familiar and compliant with the full range of regulatory policies and procedures including equal opportunity and diversity, data protection and confidentiality/security, anti-bribery and anti-money laundering etc.

2 temporary Tech / Digital / IT jobs in Birmingham