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The Role

In this role you will be expected to service client requests via several channels including telephone, email and the Firms IT ticketing system. You will be required to take ownership of tickets seeing them through to effective resolution and maintaining a clear and concise record of actions taken to resolve the issues presented, while being able to manage the priority of tickets and the expectations of colleagues.

You will need to be able to identify re-occurring issues and where necessary escalate these to 2nd line support, while continuing to manage the ticket life cycle and keeping colleagues up to date in a timely manner. You will be required to regularly visit our other offices to carry out floor walking support and on occasions to assist with the installation or move of IT related devices, such as desktops, laptops, printers, peripherals and other hardware, so having your own transport is essential.

As well as supporting our colleagues during core business hours, we also operate a rota basis out of hours service, that extends IT support which is offered on a telephone basis.

THE DAY TO DAY:

• Answering, responding and resolving user support calls via telephone, email and our IT ticketing system or in person.
• Maintaining accurate call log records and communicating with users on their ticket progress.
• Escalating calls as necessary to other members of the IT Team and following up to ensure tickets are dealt with in line with internal SLAs.
• Identifying and analysing recurring themes and faults.
• Creating ‘self-help’ documents to assist users.
• Complete setup, configuration and deployment of company laptops and desktops and resolve any troubleshooting issues with devices.
• Work with vendors on Warranty issues.
• Assist with monitoring and maintaining antivirus, patching and asset management tools.
• Assist with data backup systems.
• Creating and administering user accounts.
• Assisting second line support with monitoring tasks.
• Supporting colleagues out of hours with troubleshooting issues (Split shifts are prorated between IT team)
• Delivering face to face support and training to colleagues across the firm on an ongoing basis

WHAT EXPERIENCE DO I NEED?

You should have previous experience working on an IT support desk, ideally in a professional services environment. You should have knowledge and experience resolving issues with:

• Windows 10 Operating System
• Laptop, Desktop, Tablet, and mobile phone configuration
• Microsoft Office 365
• Experience in a client-facing role
• Basic network troubleshooting
• Managing incident and service request tickets via a ticketing system.
• Managing conflicting priorities
• Ideally have some user administration experience in an Active Directory hybrid Microsoft 365 Environment

WHAT SKILLS SHOULD I HAVE?

Client Focused: Our clients are the users of the IT systems within the Firm. We aim to deliver outstanding service to our clients and be the primary point of contact.

Problem-solving: Ability to quickly identify hardware, software, and network issues, review related information and evaluate and implement solutions.

Communication: Communicates effectively and appropriately. Speaks and writes clearly and
credibly. Actively listen to others. Ability to present information and adapt communication to technical and non-technical persons, both across the Firm and with outside vendors as required. Confident to escalate issues to senior IT team members.

Team Working: Ability to work well both as part of a team and independently.

WHAT ARE WE OFFERING?
Employees are also able to benefit from a great remuneration package and a number of additional benefits including access to an employee assistance programme, virtual GP access 24/7, death in service, a retail discount platform and optional medical insurance policies at group discount rates*. After a years service employees are eligible for Medical and Dental Cash back schemes.

WHO WILL I BE WORKING WITH?
You will be working within the growing IT Team at Holmes & Hills and will be supervised by
the Head of IT and Infrastructure. You will also work closely with colleagues across the firm.

About us

Holmes & Hills Solicitors is a large regional firm of solicitors with seven offices across Essex and Suffolk and over 200 legal professionals across a number of specialist departments. Holmes & Hills works in partnership with clients across East Anglia, including businesses, individuals, families and local authorities, to build long standing relationships, protect clients’ interests and support clients’ growth and development.

Working in partnership with businesses and individuals

Holmes & Hills’ large team of legal experts work in partnership with individuals and organisations to provide them with truly proactive legal services through personal relationships. Acting as a trusted advisor to clients, we take the time to understand clients’ needs and objectives before delivering practical advice through a personal and accessible approach.

Independently recognised as a leading law firm

Holmes & Hills Solicitors is independently recognised by The Legal 500 and Chambers & Partners – two independent directories of the UK’s top law firms – as being a leading supplier of legal services in the region.

These accreditations give our clients the confidence that the legal advice and representation they receive from Holmes & Hills is some of the best available.

Our clients range from established and growing businesses whose brands are recognised and sold around the world and local authorities across the region, through to families and first-time home buyers.