JOB DESCRIPTION
As a key member of our IT Service team, you will be responsible for delivering high-quality support across various IT systems and services. Your aim is to enhance customer experiences by resolving incidents, fulfilling service requests, and supporting IT operations both remotely and onsite.
This role is the first contact for all IT-related queries within the firm. It involves resolving, logging, or escalating incidents and requests according to procedures via telephone, email, or in person, focusing on first-contact resolution.
The role is based in Leeds, however occasional work from other offices may be required. The hours required are 35 hours per week, working as part of a rota covering business service hours, including weekend, international, and bank holiday support. 
  
THE TEAM
•    The Internal IT Service Desk is an essential part of our firm's technology infrastructure, serving as the initial point of contact for all IT-related matters. The IT Service Desk consists of 15 members, including Analysts, a Team Lead, and a Manager, and is based in the heart of Leeds, UK.
•    Our team functions as the IT backbone for the entire law firm, providing support to legal professionals, administrative staff, and various business services teams. We take pride in delivering high-quality support, proactively identifying and preventing problems, and offering innovative and creative solutions.
•    We actively encourage career development within the team by offering training and certifications to enhance technical skills, leadership opportunities for experienced team members, and cross-functional exposure through collaboration with other IT departments. We are proud to have created an environment where many of our team members have successfully transitioned to other internal IT departments.

JOB RESPONSIBILITIES
•    Provide excellent support to customers and colleagues across various services, products, and platforms. Act proactively and reactively to meet performance targets, ensuring timely and effective resolutions.
•    Take ownership of customer issues and ensure a full focus on delivering an exceptional IT customer experience. This includes actively listening to customer concerns, providing timely and effective resolutions, and following up to ensure customer satisfaction
•    Offer 1st line Service Desk assistance via central support number, email, or face-to-face, aiming to resolve issues at first contact when possible.
•    Perform thorough triage on all support requests. If escalation is required, document work accurately for further investigation by escalation teams.
•    Use call logging software to record details, updates, status, and resolutions of all support requests.
•    Participate in "ad-hoc" projects involving firm equipment, which may include attending meetings and working outside core hours on tasks like new office support, hardware upgrades, and project completion.
•    Follow and seek to improve IT processes where appropriate.

SKILLS AND EXPERIENCE
•    A proven team player capable of collaborating closely and effectively with colleagues to ensure prompt and accurate resolution of IT challenges.
•    Exemplary timekeeping, as the shift-based nature of the Service Desk team necessitates self-motivation and high personal standards to deliver seamless service to both internal and external clients.
•    Always maintaining a professional appearance, reflective of the firm's nature.
•    Excellent communication and problem-solving skills.
•    An outstanding customer service ethos demonstrates through examples.  
•    Eagerness to learn and adapt to new technologies, with a particular interest in Generative AI tools and their applications to business and IT support.
•    Stay updated with the latest advancements in technology and AI capabilities, ensuring a thorough understanding of how these innovations can be applied to enhance IT support and business processes
•    Basic understanding and experience of supporting a range of IT applications, platforms and technologies such as Windows 11, Exchange Online, MS 365 suite applications.  
•    Fundamental knowledge of hardware knowledge of PCs, peripherals and iOS devices 
 
OUR FIRM
Addleshaw Goddard is a place where you are valued, encouraged, and challenged to fulfil your potential in a supportive and collegiate environment.  Our culture of improvement, growth and collaboration delivers results, drives innovation, and rewards ambition.
We not only provide technical excellence and experience but, crucially, demonstrate real insight into our clients and what really matters to them and as such we are natural choice for FTSE100 clients and their equivalents in other markets.
Our success has been built by people from the widest range of backgrounds, locations, and perspectives. We have a number of employee networks that provide space to discuss the differences that make us who we are and celebrate this at AG. 

OUR BENEFITS
As a firm, we aim to provide a positive experience to everyone who works here and our focus on financial, lifestyle and wellbeing benefits ensures that this experience goes beyond the nine-to-five.
 As part of this mission, some of the benefits employees of AG can expect are; 
•    Life Assurance & Income Protection
•    Competitive employer matched pension contribution rate
•    Health and wellbeing subsidiary, up to £180 per year
•    One day per year to volunteer (as part of our CSR initiative
•    Buy/Sell holidays (up to 5 days each year)
•    Mental health and wellbeing initiatives such as The Mindful Business Charter, Mental Health Champions and 1:1 sessions with an in-house professional
•    Talent referral bonus incentives
•    AG Excellence awards for the recognition of exceptional effort
•    Opt in private medical and private dental insurance
•    Opt in annual health screening
•    Voluntary critical illness cover
•    Annual discretionary bonus plan 

OUR APPROACH: IMAGINE THE BEST YOU CAN BE
Everything we've accomplished can be traced back to our people and the way we work. 
Our reputation is something we are proud of, and constantly invest in. Here, you'll do high calibre work, with high-character colleagues who care for one another and our clients.
Are you up for the challenge?