IT Apprentice

We are looking to expand the IT department with an IT Apprentice. This role will report to the Senior IT Analyst.

In this role you will provide 1st line IT support to approximately 100 users within our St Albans and London offices.  This role is based in the office working from both locations.

You will be required to deal with IT queries and issues from the lawyers and support staff, and to escalate complex 2nd and 3rd line issues whilst managing employee expectations. You will be the initial point of contact for all IT support matters, providing 1^st line support and some 2^nd line support.  This role involves diagnosing problems, trouble shooting and resolving technical issues promptly.  You must be able to confidently take ownership of incidents to ensure the highest level of customer service. You will oversee the day-to-day operations of the service desk and escalation of issues to meet the SLAs, prioritising and managing many open cases at one time.

Hours 37.5 per week (9:00 – 17:30 Monday to Friday).
20% Study time to be agreed.

The main duties and responsibilities

• Provide support in a face-to-face capacity, over the phone, email or via remote desktop software.
• Provide technical guidance and assistance to end-users on software applications and systems.
• Collaborate with Senior IT Analyst to escalate and resolve complex issues.
• Install configure and troubleshoot desktops, laptops, printers, phones and other peripherals. Troubleshooting software (iManage, Indigo, Outlook, Word, Adobe Acrobat, BigHand, etc)
• Assist in the setup and configuration of new IT equipment and software/applications.
• Diagnose and resolve hardware, software and network issues for end users and perform routine maintenance tasks such as software updates, patches and system back ups.
• Maintain documentation of IT processes and equipment inventories, procedures and troubleshooting steps.
• Ensure compliance with IT Security policies and procedures.
• Provide training and Onboarding new staff (training and welcome) and support to end users on IT related topics as needed
• Set up new users’ accounts, access cards and profiles and deal with password issues
• Respond within agreed time to call-outs.
• Establish a good working relationship with colleagues and suppliers.
• Creating and overseeing third-party accounts (DocuSign, LexisNexis, Practical Law, etc)
• Maintain IT security and investigate emails where there maybe potential risk (phishing etc)
• Support the operation of the phone system
• Oversee contractors as they work on company systems
• Sourcing new equipment, arranging purchases
• Hardware repairs (computers, hubs, printers, etc)
• Scans, updates and testing to pre-emptively avert issues.

Key Skills

• • • You will be ambitious, keen to grow, and passionate about IT Technology.
    • The ability to think logically and on your feet and good problem solving skills to enable you to troubleshoot effectively.
    • Organised approach with attention to detail.
    • Strong focus on communication.
    • Ability to work well in a team.
    • Ability to prioritise work.
    • Effective communication skills with the ability to explain technical concepts to non-technical

This job description is not exhaustive, and the job holder may be required to undertake additional duties from time to time to ensure the smooth running of the firm.