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About the Role

This is a multipurpose role spanning 1st and 2nd line support, with opportunities to engage in various projects alongside Infrastructure and Applications teams. The role reports into the IT Service Delivery Manager, who reports to the Head of Technology.

Responsibilities

• Ensure timely and professional logging and response to Service Requests and Incidents.
• Resolve requests, escalate when necessary, and monitor the status of outstanding calls.
• Provide 1st and 2nd line support, including general troubleshooting and problem-solving.
• Ensure all support calls are answered within agreed service levels and keep users informed of progress.
• Collect sufficient information to enable the creation of knowledge base articles.
• Communicate effectively with team colleagues to ensure optimal service delivery.
• Perform daily system checks and required weekly tasks.
• Administer procurement, loan equipment, mobile fleet, meeting room setups, and web conferencing facilities.
• Manage account administration, including the New Starter and Leaver Process and basic IT training.
• Perform hardware configuration, including Image Management, PC Builds, and Printer management.
• Administer digital communication platforms and Intranet.
• Travel to Oxford and Cambridge offices as required.

Requirements

• Professional character and excellent customer-facing skills.
• In-depth knowledge of Desktop Operating Systems, Microsoft Office, and M365 suite.
• Professional and diligent approach and attitude.
• Ability to cover the Helpdesk support rota on a shift basis (8 am - 6 pm) and work weekends if required.
• Commitment to delivering excellent customer service through a methodical and professional approach.
• Excellent telephone manner and PC desktop skills.
• Commitment to high levels of Customer Service & satisfaction.
• Good understanding of PC hardware & IT equipment.
• High quality of work.
• Ability to communicate at all levels across the firm.
• Ability to be a team player and manage individual workload.
• Willingness to adapt to change and be proactive in offering suggestions/solutions.
• Maintain a professional image at all times.

Skills

• Excellent communication skills.
• Ability to work with non-technical end-users and technical (IT) staff.
• Ability to work within a team framework and under own supervision.
• Flexible working.
• Active Directory administration.
• Experience administering the M365 suite of applications and administrative functions.
• Experience of working with a Service Desk environment.
• Microsoft troubleshooting and problem-solving skills.
• Experience of Legal Technologies including DMS.
• Remote Working & Access Technologies (Citrix, VNC, LogMeIn and Team Viewer).
• MS Windows O/S and Microsoft Office 365.
• Digital dictation.
• iManage Work10.
• Active Directory.
• Microsoft Entra.
• Microsoft Exchange /Exchange Admin Centre.
• InterAction CRM.
• Citrix / VPN.
• Case management systems.
• Anti virus software.
• Audio & Visual equipment setups for meetings.
• Mimecast.
• Mobiles & Tablets.
• MDM Solutions.
• SharePoint.
• Team Working.

Location

• Oxford
• Cambridge

Work Type

• Full-time
• Onsite

Experience Level

• 1st and 2nd line support experience

About the Company

• J A Kemp LLP is an equal opportunities employer.

Equal Opportunity

• We treat people fairly.
• We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.