2nd Line Service Desk Technician

Horwich Cohen Coghlan Limited; Manchester; On-site; GBP 22,000 - 30,000; Full time

Job summary

A law firm in Manchester is looking for a proactive 2nd Line Service Desk Technician. The role involves providing technical support to internal staff and the IT team, addressing queries efficiently. Candidates should have experience in customer service or technical support and a knowledge of Microsoft Windows OS and Office 365. The position offers training opportunities and various employee benefits, ensuring a supportive work environment.

Benefits

Employee Assistance programme access

Training opportunities

Cycle to work scheme

Paid Birthday Day off

Charitable day off

Qualifications

• 6 months experience in a customer service or technical support role preferred.
• Detailed knowledge of Azure AD required.
• Strong problem-solving skills and attention to detail essential.

Responsibilities

• Respond to incoming service desk queries, emails, and tickets.
• Provide first-line technical support for hardware and software issues.
• Log all support activities accurately in the ticketing system.
• Set up and configure user accounts and permissions.

Skills

Customer service skills

Technical support experience

Knowledge of Microsoft Windows OS

Knowledge of Office 365

Problem-solving skills

Communication skills

Attention to detail

Ability to work under pressure

Job description

We have an excellent opportunity to for a proactive and enthusiastic 2nd Line Service Desk Technician with experience in a busy service desk environment. You will play a crucial role in providing all aspects of technical support to internal staff and the IT Team, ensuring issues are owned, monitored and resolved quickly, efficiently and within agreed standards.

Duties

• Respond to incoming service desk queries, emails, and tickets in a timely and professional manner.
• Provide friendly and supportive first-line technical support for hardware and software issues, including desktops, laptops, printers, and mobile devices.
• Diagnose and troubleshoot technical problems, escalating more complex issues whilst retaining ownership of the ticket.
• Log all support activities andresolutions accurately in the ticketing system.
• Set up and configure user accounts, permissions, and access rights.
• Assist with basic network and system administration tasks as required.
• Ensure all IT equipment and systems adhere to security policies and procedures.

Requirements

• 6 Month experience in a customer service or technical support role is preferred.
• Knowledge of Microsoft Windows OS / Office 365 / Azure Virtual Desktop.
• Detailed knowledge of Azure AD.
• Experience working in a service desk / customer facing role .
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work effectively under pressure and prioritise tasks.
• Enthusiasm for learning and developing new skills in the IT field.
• Employee Assistance programme access
• Employee events throughout the year
• Training opportunities
• Death in service*
• Cycle to work scheme*
• Referral schemes for bringing both new claims and team members
• City Centre location
• Long service awards
• Enhanced maternity leave
• Paid Birthday Day off
• Travel season ticket loans*
• Charitable day (1 days paid leave to support your favourite charity or community group.

Horwich Cohen Coghlan Limited t/a Horwich Cohen Coghlan (HCC) Solicitors a registered company in England and Wales registered number 08043633. Our registered office is Trafford House, Chester Road, Manchester, M32 0RS. We are authorised and regulated by the Solicitors Regulation Authority, SRA Number 608056. Our conduct is governed by the SRA Standards and Regulations which can be accessed here: https://www.sra.org.uk/solicitors/standards-regulations