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Desktop Support Technician – (SYS020)

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Desktop Support Technician – (SYS020)

Added 12 days ago

Are you looking for your next role? Do you have experience of working in a busy IT Contact Centre environment and a Customer focused approach in everything you do?
Fletchers have an existing opportunity to Join our friendly team in the Systems department as a Desktop Support Technician
The Role will be working in Technology Service Desk Technician provides general day to day support for all staff and are responsible for ensuring high availability to each user of Citrix, Proclaim Case Management System, email, printing, phone and other software.
Support requests are logged on the internal Helpdesk system and the technician takes the issues through to resolution or passes them to a 3rd line area.
Incidents, problems and changes all follow the ITIL framework.

Along with the day to day duties of the helpdesk the Technology Service Desk Technician will be involved in Asset Management, Hardware procurement, New Starter, Leaver and Mover set up and some project delivery work.

There will be times that travelling to and from FS other office at St James Tower in Manchester will be required, some weekend shift work will also be required.
Shifts are between 8am and 6pm week days and on Saturdays as remote on call cover between 10am and 16:00 AM, this is on a Rota system split across all team members.

Main Responsibilities:
• Reporting to the Head Of Service Desk
• Complete daily maintenance tasks
• Daily triage of assigned incidents in a methodical manner to meet SLA
• Provide high quality technical support to all staff on a timely basis, using the Helpdesk to receive, prioritise, log activity and complete tasks
• Assist with conferences and web meetings where required
• Maintain up to date Active Directory records for all staff including group memberships and individual attributes
• Prepare Citrix, Desktop PC’s and laptops and phones from box to production, in accordance with the roll out Procedures
• Carry out staff relocations where staff move between teams – including moving PC’s and phones and reconfiguring user group membership etc
• Carry out staff leaver process to ensure accounts are deactivated in a timely manner
• Carry out new staff starter’s process to ensure all new starters can use all aspects of their job without any interruptions
• Analyse trends in event logging and helpdesk tickets to find recurring problems and research solutions
• Utilise available tools to ensure the team are aware of all updates and procedure changes that occur
• Ensure work is managed within the agreed project management and service management frameworks.
• Feed into Problem and Change Management process
• Provide high quality technical support to all staff on a timely basis, using the Helpdesk to receive, prioritise, log activity and complete tasks

Essential Skills and Experience:

• Customer focused approach in everything you do
• Experience of working in a busy IT Contact Centre environment
• Proactive and positive manner
• Excellent written and verbal communication skills
• Excellent organisational skills
• Self-motivated and able to work effectively alone as well as part of a team
• Logical thinking and problem-solving skills
• Affinity with technology and computer systems
• Experience with Windows, Laptops and Desktop PC’s including installing Windows and Software
• Experience with Windows Servers and standard network services (DNS, file serving etc.)
• Experience with printing in a network environment
• Experience with phone systems including auto attendant systems
• Experience with Proclaim
• Hardware experience.


• Minimum ITIL V3 or V4 Foundation qualified
• Microsoft accreditation
• Experience of the ITSM lifecycle
• Degree in technical or related discipline
• Experience of working within a professional services organisation

What you can expect from us:

• Salary DOE
• Bonus scheme
• 35 days holiday including bank holiday and we close for Christmas
• Option to purchase 3 extra days holiday
• 3 days additional day holiday on the 5th, 7th and 9th full year of employment.
• Sick pay – after completion of probation
• Flexible agile working environment
• Company events
• Pension scheme
• Work life balance
• Value awards
• Breakout rooms with free tea and coffee, TVs, table football and comfy sofa’s to relax on your breaks when working in the office
• Internal Progression


Our people are at the heart of everything we do! We take pride in the results gained for our clients and go the extra mile to get justice.
Fletchers are an employer of choice, rated a top 80 Law Firm by the Times. We believe that diversity drives innovation, we are all different people aiming for the same goal to get our customers the compensation they deserve. Our culture drives our employees to achieve the best, not only for the customers but for their own growth, development, and wellbeing.

If you have got the talent, ambition and focus and are looking for a stimulating and rewarding career with the opportunity to grow and develop, a workplace where you are a valued member of the team and not just a number, we would love to hear from you.

We reserve the right to close this role before the date specified depending on the calibre and volume of candidates






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