Local Support Technician

Clyde & Co; City of Edinburgh; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking a Local Support Technician to deliver customer-focused IT service. This role encompasses responding to requests, managing hardware issues, and supporting IT projects in an office environment. Ideal candidates will have customer service experience and strong communication skills, working alongside a vibrant team in a dynamic legal firm.

Benefits

Healthcare support

Retirement planning

Wellbeing initiatives

Qualifications

• 1-2 years experience working in an IT service desk role.
• Experience in professional services (e.g. law or accountancy firm) on a service desk.
• Customer Service skills.

Responsibilities

• Respond to customer incidents and requests within agreed SLAs.
• Resolve customer issues by clarifying their needs and providing solutions.
• Manage user accounts and end-user asset configurations.

Skills

Customer Service

Communication

Job description

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The Role

The Local Service Specialist's role is to provide prompt, friendly, customer-focused service to the office. This includes responding to requests and issues, particularly those involving the need to be onsite (e.g. for managing hardware), as well as support for IT projects and proactive service initiatives. The successful candidate for this position must have good communication skills and a desire to achieve high customer satisfaction. This is an in office role and the ideal candidate will be expected to be in office 5 days a week.

The Role

The Local Service Specialist's role is to provide prompt, friendly, customer-focused service to the office. This includes responding to requests and issues, particularly those involving the need to be onsite (e.g. for managing hardware), as well as support for IT projects and proactive service initiatives. The successful candidate for this position must have good communication skills and a desire to achieve high customer satisfaction. This is an in office role and the ideal candidate will be expected to be in office 5 days a week.

Key Responsibilities

• Respond to customer incidents and requests within agreed SLAs. Demand primarily comes from the London Tech Bar as well as escalations from the Global IT Service Desk.
• Resolve customer issues by clarifying the customer's needs; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Laptop builds and profiling for new starters and replacement laptops.
• Keep records of customer interactions in ticketing system; follow communication procedures, guidelines, and policies, with clear documentation
• Manage end user assets (including laptops, desktops, monitors, peripherals, printers, mobile phones) from setup & configuration to collection & wiping. Ensure asset tracking systems are updated appropriately
• Manage user accounts in active directory and supported applications
• Assist with audio-visual conferencing
• Perform onsite hardware and/or software testing and troubleshooting
• Assist with security incident response and investigation where required
• Assist with major incidents response and resolution where required
• Assist with office move technology logistics
• Assist with project delivery
• Ad-hoc tasks assigned by Manager
  
  

Essential Skills & Experience

• Experience in professional services (E.g. Law firm, Accountancy firm etc.) on a service desk or similar role (essential)
• 1-2 years experience working in an IT service desk role
• Customer Service skills
  
  

When you work at Clyde & Co, you join a team of 490 partners, 2,400 lawyers, 3,200 legal professionals and 5,500 people in nearly 70 offices and associated offices worldwide. Our values are the principles that guide the decisions we make, unite us in our endeavours and strengthen our delivery, for both our clients and our firm. We work as one, excel with clients, celebrate difference and act boldly. We are committed to operating in a responsible way by progressing towards a diverse and inclusive workforce that reflects the communities and clients it serves. We are devoted to providing an environment in which everyone can realise their potential, using its legal and professional skills to support its communities. We do this through pro bono work, volunteering and charitable partnerships, and minimising the impact it has on the environment, including through our commitment to the SBTi Net-Zero standard and the setting of ambitious emissions reduction targets.

We offer a range of tailored benefits and support, including healthcare, retirement planning and wellbeing initiatives.

Clyde & Co is proud to be an equal opportunities employer. Our core values encourage us to support fairness, celebrate diversity and prohibit all forms of discrimination in the workplace to allow everyone to excel at work. Therefore, we welcome and encourage all applications from suitably qualified individuals, regardless of background or identity.

Please take a moment to read our privacy notice carefully. This describes what personal information Clyde & Co (we) may hold about you, what it’s used for, how it’s obtained, your rights and how to contact us as a data subject.

If you are submitting a candidate as a Recruitment Agency Partner, it is an essential requirement and your responsibility to ensure that candidates applying to Clyde & Co are aware of this privacy notice.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Law Practice

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