IT Service Desk Technician

Geldards LLP; Cardiff; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

35 hour working week

25 days annual leave

Birthday day off

Life assurance

Pension scheme

Employee assistance programme

Cycle to Work options

Professional subscriptions

Agile working arrangements

Staff discounts

On-site coffee shop

Parking discounts

Job summary

Geldards LLP is recruiting an IT Service Desk Technician to join our Cardiff IT team in an open plan, collaborative office. The role focuses on supporting staff, deploying hardware and administering IT systems.

Typical hours are Monday–Friday 9–5 with remote on-call out of hours on a rota. The IT team is based in Cardiff, with permanent, onsite work at our office.

Qualifications

• ITIL knowledge or experience.
• Experience of working in a corporate environment ideally within legal IT.
• IT project experience.
• Highly proficient in Windows operating systems and Microsoft Office software.
• Ability to analytically troubleshoot and repair hardware issues.
• Excellent interpersonal, communication and organisational skills.
• Ability to work well under pressure whilst maintaining strong attention to detail.

Responsibilities

• Field incoming help requests from end users via telephone, online and email in a speedy and courteous manner.
• Building/deploying of hardware and administering the Active Directory\\EntraID
• Prioritise and schedule problems. Escalate problems (when required) to the appropriate IT Team member and/or 3rd party service providers.
• To deploy, monitor, maintain, develop, troubleshoot and upgrade all IT systems, including all hardware, operating systems, software, network equipment and peripherals.
• Evaluate, troubleshoot and resolve network issues.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Technical contact for Video Conference equipment.
• Assist in developing and implementation of IT Support policies and procedures.
• Perform daily checks of all IT systems, including email & internet monitoring, remote access systems and offsite backups.
• Seek to continuously improve processes and systems.
• Actively participate in IT projects as and when required.
• Continuously develop skills through proactive learning using approved training providers.

Job description

Geldards LLP is a leading regional law firm with offices in Cardiff, Derby, Nottingham, London and Chelmsford. We are currently recruiting for an IT Service Desk Technician to join our IT team in our open plan and collaborative Cardiff office.

The IT Service Technician role is to provide support to all members of staff who require IT assistance as well as the building / deploying of hardware and administering IT systems. Requiring communication with users across all offices, over the phone, via email and in person, solving issues where possible. They will assign issues to relevant IT Team member as required, using the Service Desk software.

The role is predominantly Monday to Friday 9-5 but there will be a requirement to provide a remote on call out of hours service as required on a rota basis.

Department IT Support Team Employment Type Permanent - Full Time Location Cardiff Workplace type Onsite

Key Responsibilities

• Field incoming help requests from end users via telephone, online and email in a speedy and courteous manner.
• Building/deploying of hardware and administering the Active Directory\\EntraID
• Prioritise and schedule problems. Escalate problems (when required) to the appropriate IT Team member and/or 3rd party service providers.
• To deploy, monitor, maintain, develop, troubleshoot and upgrade all IT systems, including all hardware, operating systems, software, network equipment and peripherals.
• Evaluate, troubleshoot and resolve network issues.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Technical contact for Video Conference equipment.
• Assist in developing and implementation of IT Support policies and procedures.
• Perform daily checks of all IT systems, including email & internet monitoring, remote access systems and offsite backups.
• Seek to continuously improve processes and systems.
• Actively participate in IT projects as and when required.
• Continuously develop skills through proactive learning using approved training providers.

Skills, Knowledge and Expertise

• ITIL knowledge or experience.
• Experience of working in a corporate environment ideally within legal IT.
• IT project experience.
• Highly proficient in Windows operating systems and Microsoft Office software.
• Ability to analytically troubleshoot and repair hardware issues.
• Excellent interpersonal, communication and organisational skills.
• Ability to work well under pressure whilst maintaining strong attention to detail.

Benefits

• 35 hour working week - Monday to Friday, 9am to 5pm
• 25 days annual leave plus bank holidays pro rata (increasing with additional years of service)
• A day off on your birthday each year
• Life assurance (x3 times salary)
• Pension scheme (Legal and General)
• Dedicated employee assistance programme
• Salary sacrifice options (including Cycle to Work Scheme, additional pension contributions and annual leave purchase options)
• Professional subscription fees
• Agile working arrangements
• Staff legal services discounts
• On-site coffee shop with discounted staff rates - Cardiff office
• Discounts at NCP parking sites - Cardiff office

In return, you will have the opportunity to develop your career within our IT team based in our Cardiff offices and will be paid a competitive salary, as well as qualifying for other benefits such as:

We are committed to ensuring that the organisation removes any unnecessary barriers to the employment of any individual. We recognise that when you are living with a disability, chronic illness or neurodiversity, having some form of reasonable adjustment, whether physical or extra time for written tasks for example can allow you the opportunity to compete on equal terms. If you are subsequently invited for an interview, please let us know if there are there any adjustments we can make to the recruitment process to make it more accessible to you.

About Geldards

Established over 100 years ago in Wales, we are a strong and successful full-service national law firm.

From our offices in Cardiff, Derby, Nottingham and London, our team of over 320 talented individuals support a broad range of clients throughout the UK, Europe and Internationally.

At our core, we are an open and friendly business with an unshakeable integrity. Our strength lies in our ability to nurture technically gifted, committed and responsible individuals. We aim to develop long term, mutually beneficial relationships with all our clients.

We deliver quality legal advice and seek to continuously improve our service by setting aspirational goals that underpin our everyday work. More effective working practices, including the use of innovative technology, and rigorous environmental targets are just some of the ways that we will continue to deliver an excellent service to both longstanding and new clients alike.

We offer high quality and practical legal advice to a broad range of private and public sector organisations including, local authorities, public bodies, charities, and government agencies as well as private individuals and families.