IT Service Desk (2nd Line) Full Time

Gateley
Job Title IT Service Desk (2nd Line)

Closing Date 15-Sep-2022

Position Full Time – Permanent

Business Entity Gateley Legal

Department Information Technology

Location Manchester – United Kingdom

Job Type Experienced Hire

Description

We are a legal and professional services group, with over 1,000 employees across 12 offices. We support more than 5,700 active clients, ranging from FTSE 100 companies to private individuals, in the UK and beyond.

We proudly won ‘UK Law Firm of the Year’ at The British Legal Awards 2019.

The Team

Gateley Plc has a dynamic, collaborative IT team consisting of 30 team members. These include 1st, 2nd and 3rd line Support Analysts, a Security Analyst, an Infrastructure Architect, Project Managers and Developers.

The IT Service Delivery team consists of 19 members across 5 sites, including Birmingham, London and Manchester, Leeds and Guildford. They provide deskside and remote support for IT queries, action tickets and ensure items are managed effectively whilst maintaining a high level of customer service.

The Role

As a 2nd Line Support Analyst, you will be expected to have in depth knowledge of the software and technical platforms that make up Gateley IT services as well as how IT within Gateley is consumed by end users. As a result, you will be able to resolve the majority of incidents and requests that are raised to the Service Desk and will be a point of escalation for the 1st Line Team.

Responsibilities

Technical escalation point
Desk side and remote support
Identify trends and potential problems and respond proactively
Support and mentor 1st line analysts and apprentices
Provide support at other Gateley sites where required
Provide out of hours on-call support for the business
Provide excellent customer service
Comply with the company’s policies and procedures
Use, maintain and create knowledge documents in the Service Management platform

Personal Attributes

In order to be successful in this role you will need to demonstrate the following attributes, aligned with the following Gateley team spirit elements:

Ambitious for Success

Willingness to learn and be invested in personal development objectives

Room to Breathe

Ability to mentor and support junior colleagues

Forward Thinking

Support continual improvement by identifying opportunities for improvement

Trusted to Do

Proactive attitude
Strong personal organisation skills
Fastidious attention to detail
Ability to prioritise own workload
Work well under pressure
Ability to talk confidently about technical issues and their resolutions

Working Together

A service & customer focussed attitude
Empathy with colleagues
Excellent communication skills, empathy and diplomacy
Ability to work individually, potentially remotely at times as well as part of a team

Technical Competencies

In order to carry out this role, an established understanding and ability to undertake administration and troubleshooting in the following areas will be required:

Microsoft Windows & Windows Server environments
Microsoft Active Directory
Microsoft O365
Networking, TCP/IP, DNS, DHCP, VPN
Mobile Device Management tools
Mobile device configuration
Workstation/Laptop hardware
Telephony
Email Security (Mimecast)
Printers/Copiers
Data Rooms
Understanding of security threats within IT

Diversity, inclusion and well being

Diversity, inclusion and well-being is an important part of Gateley’s culture and values. We recruit talented people from a diverse range of backgrounds and cultures, providing equal opportunities for all to join our team regardless of age, sex, race, disability, sexual orientation, disability, and culture.

We create an exciting and rewarding place to work that aims to fulfil everyone’s potential and together to achieve personal and business goals. We offer flexible working patterns to help our staff achieve a good work/ life balance and we encourage candidates seeking flexibility in their next role to apply for any of our vacancies.

Additional Information

If you are successful in receiving an offer of a role with our company a variety of pre-employment screening checks will be completed. Our screening checks can include but are not limited to your eligibility to work, professional and academic qualifications, any criminal records, your financial stability and references from previous employers. The screening that takes place will be relevant to your role and will vary from role to role.