First Line Support Analyst

Based in Cambridge and reporting to the Service Desk Team Leader, you will provide IT support via remote support tools and in-person visits, working pragmatically and collaboratively with the geographically dispersed IT team. You will deliver an excellent user experience, supporting our high-quality legal services and enabling employees to deliver exceptional client service., * Act as the initial point of contact for all IT-related queries via phone, email, chat, walk-ups or the ticketing system.

• Log, categorise and prioritise incidents and service requests in the IT Service Management tool (ITSM).
• Provide first-line diagnosis and resolution for common hardware, software and network issues.
• Escalate unresolved incidents or service requests to 2nd/3rd line for further guidance or senior support.
• Adhere to SLAs and keep users updated at all times.
• Leverage internal knowledge base to help users resolve queries, and identify new article requirements or updates.
• Install and configure operating systems and software.
• Maintain existing devices and peripherals to agreed standards through upgrades, new installations and routine procedures.
• Maintain a safe IT environment.
• Assist in the compilation and maintenance of an accurate inventory of hardware and software.
• Identify and raise areas for improvement within the HCR IT space.
• Be visible across the firm by adopting various support approaches such as phone, email, Teams and in-person visits.
• Travel between HCR offices when necessary.
• Participate in a shifted work pattern and an out-of-hours support rota.

• Graduate level or around one year of experience in IT support (preferred but not essential).
• Quick learner with a keen interest in IT and providing excellent customer service.
• Collaborating with the different teams.
• A willingness to learn.
• Clear, concise and accurate communication skills.
• Innovative thinking and creative problem-solving skills.
• Proven knowledge of IT hardware, software and networking fundamentals.
• Experience working with an ITSM system to prioritise workload (preferred).
• Experience within a professional environment in an IT support role (preferred).
• Full UK driving licence (preferred).

• Scottish Widows Pension Scheme
• 28 days annual leave (plus public holidays)
• Bonus scheme
• Healthcare cash plan
• Electric vehicle scheme
• Happy People / Perks at Work benefits portal
• Cycle to Work scheme
• Life Assurance
• 1/3 gym membership contribution
• Flu vaccinations

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