1st Line Service Desk Engineer

Term: Permanent
Working hours: Full time – 37.5 hours per week
Department: Business Systems
Location: Ipswich
The firm

Birketts is an ambitious full service, top 50 UK law firm, operating in East Anglia, London and the surrounding areas.  With a rich heritage spanning over 150 years we’ve built an enviable track record advising businesses, institutions and individuals in the UK and internationally.

Throughout our history our ethos has remained simple: we provide clear legal advice and value and insight to our clients.

We believe that through this approach and a combination of technical excellence and high quality service we can develop long-lasting partnerships and become our clients' solicitor of choice.

The department

The role is to join the 1st Line Service Desk team within a wider IT team.  The IT Team is responsible for all aspects of IT across the business, covering User Support, Infrastucture, Network, Security, Data and Development team.

Purpose of job

As a member of the 1st Line Team, your role will be provide a first class level of support to internal users acting as their first contact. 

Working to ITIL best practices, you will strive to provide an efficient, responsive, helpful service that ensures a users support request is handled in the most appropriate way from first contact through to closure or escalation.   

The service will be continually analysed, evaluated and enhanced based on user feedback and data.  Close collaboration with your peers and the 2nd line team to ensure alignment is a key to the success of this role and service being provided. 

The role will suit someone who has previous experience of working in IT, wants to be in a role that assists users who may not necessarily have IT backgrounds to overcome their IT challenges through verbal and written communication and learning troubleshooting techniques.  You will be a driven individual who feels you could excell in a busy and buoyant working environment and enjoy being part of a successful team.

As part of a wider IT services team, the future offers numerous progression and personal development opportunities for enthustiastic and talented employees looking to build their career in the IT profession.

  • Providing a punctual and available 1st contact to our users requiring support
  • Accuracy of Data used to define, troubleshoot and close tickets passed through the ticketing system
  • Providing great customer service in a friendly, professional and easy to understand manner, breaking down the technical jargon
  • Assiting and supporting apprentices within the team
  • Contributing to the overall success of the IT Team
The candidate
  • Experince working within an IT Service Desk
  • Microsoft Technologies e.g Active Directory, Office 2016, 2019, O365
  • ITIL Foundation
  • IT troubleshooting skills
  • Excellent communication skills
  • Ability to work under pressure and to meet deadlines
  • A highly customer service focused mind-set
  • Effective team-player
  • A commitment to ongoing development.
Equal opportunities

We are committed to recruiting individuals on merits of suitability for each role, on the basis of qualifications and experience. All applications are treated fairly and equally regardless of sexual orientation, race, disability, religious beliefs and any other protected characteristic, ensuring that there are equal opportunities at all stages of the recruitment process.

Core Benefits

·     25 days holiday (FTE) plus Bank Holidays

·     Long Service holiday award – 1 extra week every 10 years continuous service

·     Private Healthcare with BUPA (offered after probation is passed)

·     Scottish Widows Pension Scheme (5% employer / 5% Employee)

·     Staff Profit Share / Salary sacrifice (Pensions, Staff Profit Share)

·     Life Assurance   - 4 x salary / Permanent Health Insurance

·     Paid ESG day (Environmental, Social and Governance)

·     Enhanced Maternity/Paternity Leave

·     Subsidised gym membership

·     Electric car scheme

·     Eye Care Voucher

·     Agile Working Policy

·     Dress for your Day Policy

Birketts is a flexible business which has embraced a hybrid working model where our

colleagues enjoy a mix of home and office working. We welcome applications from

people looking for flexible, agile and part time roles and we are happy to explore your

preferred working patterns as part of your application.