
support specialist Leeds, England
Job description
We are seeking an experienced IT Support Specialist to join our team at Walker Morris.
As an IT Support Specialist, you will play a crucial role in providing technical support, troubleshooting issues, and ensuring the smooth operation of our IT systems.
If you have a passion for delivering excellent customer service, strong technical skills, and the ability to work collaboratively in a fast-paced environment, we want to hear from you!
What you'll be doing as an IT Support Specialist:
- Record and manage incidents and service requests on the Service Management software, ensuring accurate documentation and timely resolution.
- Investigate and resolve technical issues assigned to you, providing prompt and effective support to our clients.
- Collaborate with internal and external stakeholders, IT support personnel, and external suppliers to address incidents and deliver solutions.
- Keep the Service Desk application and colleagues updated on the status of incidents, ensuring effective communication throughout the resolution process.
- Assist with Problem/Incident Management, actively participating in identifying and resolving problems affecting our IT environment.
- Conduct virus checks on removable media as needed.
- Install software and provide support for conferencing software and equipment.
- Maintain a visible presence on client floors to develop strong relationships and act as an ambassador for IT.
- Manage and update antivirus and desktop security systems to ensure the security of our IT infrastructure.
- Prepare, reconfigure, and distribute equipment for new staff members.
- Collaborate with the Service Delivery Manager to keep systems up to date with starters and leaver information.
- Handle the removal and disposal of redundant equipment.
- Tag and log all IT assets, maintaining accurate records.
- Adhere to IT software license procedures and information security protocols.
- Contribute to and update documentation for IT Service Desk procedures.
- Share technical knowledge and insights in the IT knowledge base.
What we are looking for:
- Demonstrate consistent and continuous high levels of client service.
- Excellent troubleshooting skills and strong technical proficiency.
- Effective communication skills and a professional telephone manner.
- Strong team-oriented approach with the ability to collaborate and support colleagues.
- Excellent organizational skills and the ability to work independently.
- Ability to communicate effectively with individuals at all levels of technical ability.
- Minimum of a grade B in at least 6 GCSEs and a minimum of a grade C in at least 2 A levels.
- Demonstratable experience in an IT Service Desk environment, including 1st and 2nd line support roles.
- Proficiency in Desktop Operating Systems and Applications, ideally Azure, Intune, and M365.
- Experience in packaging and deploying software using SCCM.
- Familiarity with antivirus software, computer checks, and root cause analysis.
Why join Walker Morris:
What we offer:
- Hybrid working – split your time between home and our office, with a minimum of 2 days in the office per week
- Annual Leave – minimum of 25 days per year, increasing to 31 days with length of service. Also – buy/sell holidays up to 5 days per year
- Bonus Scheme – our annual bonus scheme recognises outstanding contributions to the firm and our ambitions. All colleagues are eligible subject to meeting the criteria of the scheme.
- Pension – saving for retirement? Let us do the hard work for you. We auto-enrol all eligible colleagues in to a workplace pension and we contribute a minimum of 5% of annual salary
- Life Assurance – 4x your annual salary in the event of a death in service