JOB TITLE: IT 1st Line Support - Legal Proclaim


Industry : IT & Telecoms Job Location : Liverpool
Job Reference : 11815CJ Job Category : IT
Employment Type : Permanent Posted : 04/09/2015
 
Salary & Benefits : £20000 - £22000 per annum + Benefits
 
Experience Required : See Job Description
 
Education Required : See Job Description



Please note you must be permitted to work in the EC to apply for this job.

Job Summary

1st Line IT Support Technician - Proclaim £20-22k This role requires a 1st Line IT Support Technician to work in Liverpool City Centre for a well-respected national Legal firm. You'll work in a fast moving environment, which requires an individual with a positive mental attitude, strong customer service skills, and has proven technical ability 1st line IT support within a legal firm. Experience using the Proclaim/Eclipse Legal Case Management Software would be considered a major advantage.


Job Description

1st Line IT Support Technician - Proclaim/Eclipse

Package
£20-22k, + benefits
This role requires a 1st Line IT Support Technician to work in Liverpool City Centre for a well-respected national Legal firm.
You'll work in a fast moving environment, which requires an individual with a positive mental attitude, strong customer service skills, and has proven technical ability 1st line IT support within a legal firm. Experience using the Proclaim/Eclipse Legal Case Management Software would be considered a major advantage.
Within the role you'll look after providing first line technical support answering telephone and email enquiries, while also monitoring the support ticketing system.

The Role
*Log calls on the IT Service Desk.
*Maintain details of detected software/hardware problems.
*Provide 1st line technical support: answer support queries either directly or via phone or e-mail.
*Escalate with external support when necessary.
*Support users in the use of computer equipment by providing necessary advice and appropriate level of support.
*Maintain and update internal documentation and database systems in a timely manner.
*Monitor the support ticketing system
*Ensure timely feedback and set expectations with clients.
*Any other ad-hoc duties as and when required by the business.
*Observe and maintain confidentiality in relation to all correspondence and communications.

Experience
Knowledge of Active Directory. OS Imaging solutions will be considered an advantage.
Knowledge of Legal case management systems and specifically Proclaim/Eclipse will be considered an advantage.
A strong knowledge of Microsoft based operating systems with emphasis on Windows desktop OS, Windows Server OS.
Knowledge of remote and desktop support on a busy serve desk
Experience with using and troubleshooting Microsoft Office.
Basic understanding of PC hardware set-up and configuration.
The ability to drive would be an advantage with offices in Wavertree and Allerton also.

The Candidate

Excellent communication and interpersonal skills
Customer service experience
The ability to adapt to change
The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
The ability to work as part of a team and on own initiative.
Excellent organisational skills.


Job Keywords

1st line, Service Desk, IT, Support, Technician, Engineer, York, Active Directory, Windows, Server, degree, ITIL, Technical Support, Customer Service, incident management, 2nd line, reports, call logs, proclaim, eclipse



Bluefire Consulting is an equal opportunities Employment Business/Agency specialising in IT recruitment on a UK wide basis.

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