IT Service Desk Technician

Geldards Careers; Cardiff; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

35 hour working week

25 days annual leave

Birthday off

Life assurance

Pension scheme

Employee assistance programme

Cycle to Work

Annual leave purchase

Professional subscription fees

Agile working

Staff discounts

On-site coffee shop

Parking discounts

Job summary

Geldards LLP in Cardiff is seeking an IT Service Desk Technician to join our IT Support Team in our open plan Cardiff office. The role provides first-line support to staff and involves building/deploying hardware and administering IT systems.

The successful candidate will communicate with users across offices via phone, email and in person, and will route issues to the appropriate IT team member. The role includes on-call duties on a rota basis and a Monday–Friday 9–5 schedule.

Qualifications

• ITIL knowledge or experience.
• Experience in a corporate IT environment, ideally within legal IT.
• IT project experience.

Responsibilities

• Field incoming help requests from end users via telephone, online and email in a speedy and courteous manner.
• Building/deploying hardware and administering Active Directory/EntraID.
• Prioritise and escalate problems to the appropriate IT Team member and/or 3rd party providers.
• Deploy, monitor, maintain, develop, troubleshoot and upgrade IT systems and peripherals.
• Resolve network issues and monitor remote access systems and backups.
• Serve as technical contact for video conference equipment.
• Develop and implement IT Support policies and procedures.
• Daily checks of all IT systems, including email and internet monitoring.
• Continuously improve IT processes and participate in projects.

Skills

ITIL

Corporate IT

IT project experience

Windows OS

Hardware troubleshooting

Interpersonal skills

Communication

Job description

IT Service Desk Technician

Department: IT Support Team

Employment Type: Permanent - Full Time

Location: Cardiff

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 Technicianto 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 the 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.

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

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:

• 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

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.