help desk technician West Yorkshire
Job description
Who you’ll be working for:
Gordons is a law firm that values relationships above all. We know they underpin our success and that of our clients. We understand that clients want practical legal advice from people they trust. Our aim is always to clarify rather than complicate. We believe in hard work and professionalism combined with a personal touch. Ours is a law firm that clients want to deal with, and return to, because we’re trusted as people and valued as lawyers.
What’s in it for you:
You will be monitoring and maintaining the computer systems within the organisation in a technical support role. If there are any technical issues or changes required, you’ll be the first person employees will come to. Tasks can include installing and configuring applications, diagnosing hardware/software faults and solving technical problems, either over the phone or face to face.
Most importantly, as businesses cannot afford to be without the whole system, or individual workstations, for more than the minimum time taken to repair or replace them, your technical support is vital to the ongoing operational efficiency of the company within the agreed SLA’s.
As well as the technical aspect of the role you will be required to carry out a wide range of administration tasks to support the IT Team and the wider business.
You will be responsible for:
- Answering first line support queries, logging and keeping records of support issues and change requests via our IT Helpdesk system
- Working with customers/employees to identify computer problems and advising on the solution
- Analysing call logs so you can spot common trends and underlying problems
- Updating self-help / knowledge based documents so employees can try to fix problems themselves
- Escalating support issues to other team members and third party support providers
- Testing and fixing faulty equipment
- Setting up computer hardware and accessories
- Carrying out administrative tasks to support the IT function
- Providing assistance and support for IT related projects
- Producing management reports and KPI’s
- Planning, organising and executing internal user training sessions
You will need the following skills:
- An ability to assess each customer/employee’s IT knowledge levels
- Ability to deal with members of staff at all levels including difficult callers
- Logical thinker
- Good analytical and problem-solving skills
- Up-to-date technical knowledge
- An in depth understanding of the software and equipment your customers/employees are using
- Good interpersonal and customer care skills
- Good accurate records keeping
- Professional but friendly manner
- Customer focused
- Team player
- Flexible approach
- Ability to demonstrate using own initiative
- Hardworking, motivated and proactive
- Strong organisational skills
Entry requirements:
- 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject
- GCSE Maths and English (or equivalents) at grades 3+ (D or above)
- Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject
You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme.
If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications.
For more information please visit the UK ENIC website.
Working week:
In most cases you’ll be working 37.5 hours per week, but when deadlines have to be met, you can be required to work longer and later hours or occasionally during the weekend.
The IT team currently operates a shift rota which is as follows:
Early – 8:00am to 4:30pm
Late – 9:00am to 5:30pm
You will be required to participate in the shift rota to provide support cover during the first or last hour of our hours of support which means answering support calls and fielding the call to the appropriate support engineer if you are unable to answer the query yourself.
Future prospects:
Opportunity to work full time as a member of the IT Division with the potential to move into more advanced roles in the future
Important information:
QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education. To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.
