We are looking for a quick learner and keen Service Desk Analyst to join the IT team. This is a junior position which would suit someone with an interest in IT, who enjoys supporting people and providing excellent customer service. A graduate or around a years’ experience in IT support would be preferred but is not essential.
With more than 1,000 employees HCR Law are an award-winning Top 50 UK law firm with 13 offices based across the UK. The primary purpose of this role is to join the service desk team in providing first line IT support.
Based in our Leamington Spa or Worcester office, and reporting to the Service Desk Team Leader you will provide IT support via remote support tools and in-person visits, you will work pragmatically and collaboratively with the wider, geographically disparate, IT team. You will be responsible for delivering an excellent user experience, which reflects our position as a provider of high-quality legal services and underpins all our employees’ ability to deliver excellent service to their clients.
Main Duties:
- Act as the initial contract for all IT – Related queries via phone, email, chat, walk-ups or ticketing system.
- Log, categorise, and prioritise incidents and service requests in the IT Service Management tool (ITSM).
- Provide first line diagnosis and resolution for common hardware, software and network issues.
- Escalate unresolved incidents or service request to 2/3rd line for guidance or senior support for support guidance and resolution where necessary.
- Adhere to SLA’s, keeping users updated at all times.
- Leverage internal knowledge base to help users resolve their queries, work to identify new knowledge base articles requirements, any required updates and assist with their completion.
- Installing and configuring operating systems and software.
- Maintaining the existing devices and peripherals to agreed standards by performing upgrades and new installations, as well as carrying out routine procedures.
- Maintaining a safe IT environment.
- Assisting in the compilation and maintenance of an accurate inventory of hardware and software
- Identify and escalate areas of improvement within the HCR IT space
- Be visible to the firm by adopting different support approaches such as phone, email, teams and in-person visits.
- Traveling between HCR offices when necessary
- Participate in a shifted work pattern and in an out-of-hours support rota.
As a Service Desk Analyst you will have:
- Passion for supporting people with IT and drive to deliver excellent customer service.
- Collaborating with the different teams.
- A willingness to learn
- The ability to communicate clearly, concisely, and accurately
- Innovative thinking and creative problem-solving skills
- A proven knowledge of IT hardware, software, and networking fundamentals
- Experience working with an ITSM system to prioritise workload (preferred)
- Experience within a professional environment in an IT support role (preferred)
- Full UK driving licence (preferred)
Benefits of working with us:
- Scottish Widows Pension Scheme
- 28 days annual leave (plus public holidays)
- Bonus scheme
- Electric vehicle scheme
- Happy People / Perks at Work benefits portal
- Cycle to Work scheme
- Life Assurance
- 1/3 gym membership contribution
- Flu vaccinations
Is HCR the smart move for you?
HCR suits people who love a challenge and want to work in an environment where careers thrive on the back of hard work and personal merit. Our people enjoy feeling part of something bigger than themselves, and whilst our clients drive our development, it is our people who bring their energy, enthusiasm, and entrepreneurial mindsets together to solve problems and help our clients succeed.
Why HCR people love their jobs
Our people tell us they enjoy working on good quality, interesting matters from a wide variety of our clients, because they get the experience they want to develop their careers. We will give you responsibility early, the mandate to make things happen and we’ll back your good ideas. Our “Passion for People” lives and breathes every day throughout the firm as our peoples’ energy and sense of fun create a warm environment in which to thrive.
What career progression will HCR offer you?
HCR’s growth constantly creates opportunities for people who want to go places and make a difference, your career plan can become part of our growth plan. At HCR you can expect to work with friendly, energetic, ambitious people, who love getting stuck into a client problem, and enjoy celebrating a good outcome. Our people value the sense of community provided by the individual personality of each office and the collegiate approach across all our service and sector teams.
What does HCR believe, achieve and stand for?
As a Times Best Law firm, among the UK Top 60, we provide the full range of services that you would expect to organisations, business leaders and individuals. However, in our mission to give everyone the opportunity to experience a different kind of legal service we take an entrepreneurial approach. We’re flexible and responsive to the needs of our clients, delivering the best outcomes for them. We have more than 800 lawyers and support staff, including more than 150 partners, and have been awarded the Law Society’s Lexcel quality mark in recognition of our compliance and client care standards.
With ten offices in England and Wales our well-established presence stretches from west to east, ensuring clients can access a full-service legal offering no matter where they’re located. We’ve expanded significantly in Birmingham, Cardiff and the Thames Valley, and our merger with Hewitsons resulted in a full service regional hub being established in the heart of the Waterside innovation area centre of Northampton. Our London and Cambridge continue to grow apace.
With solid connections in the communities we work in, and a track record of delivering legal advice to businesses and individuals throughout the areas we base ourselves in, our clients continue to value our approach to providing legal advice, in the way they need, when they need it.
As HCR is an equal opportunities employer, we don’t just accept differences, we celebrate them. We want to attract a diverse and ambitious workforce that reflects all backgrounds and skills to create a workplace that is supportive and inclusive, recognises and nurtures talent, and which works together to achieve the best outcome for our clients. We are privileged to be an armed forces-friendly organisation.
We also want you to achieve your absolute best during the recruitment process. Please let us know of any changes we can make at any point that will help support your application. If this opportunity sounds of interest to you, please make an application and submit your CV.
A note for recruitment agencies – The HCR Resourcing Team is responsible for recruitment across the firm, and where possible will use direct hiring methods. We do work with a Preferred Supplier List, and where appropriate, we will release vacancies to those agencies who we deem most appropriate to support us. Only those agencies will be invited to submit candidates via our recruitment portal. Any speculative or unsolicited CVs sent to any employee or Partner of HCR will not be considered an introduction, and no fees will be applicable. Furthermore, we retain the right to pursue these candidates without query of ownership
