IT Helpdesk 1st Line Support


MB/1stLin 97642


1st Line Support / Helpdesk, 2nd Line Support / Helpdesk, Support and Training, Systems / Support Analyst


£18,000 to £22,000 Per Annum


+ Bend



Contract Type:


An excellent opportunity has arisen for an IT Helpdesk 1st Line Support engineer to join one of our very successful client’s teams.  The candidate will be required to provide first line IT Support Services to all users at a law firm, assisting the ICT Network Manager with projects and network maintenance. 

IT Helpdesk Responsibilities:

  • Resolving and escalating all assigned support queries in accordance with the SLA
  • Keep users updated with the on-going status of all outstanding faults and estimate times of completion
  • Logging support jobs with suppliers and following through to resolution
  • Providing support and assistance to first line as required
  • Maintain integrity of system backups and ensure off site storage procedures are followed
  • Maintain policy for daily system maintenance checks
  • Creation of new user accounts, deletion of leaver accounts and administering movers
  • Document new and existing system processes to be used by ICT personnel
  • Creating and maintaining images for desktop clients
  • Maintenance of TDSI Door Entry System including stock levels
  • Assist the ICT Network Manager where required
  • Management of corporate mobile devices
  • Maintaining relations with Print supplier to ensure smooth running of print fleet
  • Maintain stock control process for all ICT assets

Systems Management:

Installation and management of all user applications including but not limited to:

  • Office 2010 / 2013
  • BigHand 4 Digital Dictation
  • IRISLaw Enterprise Practise Management
  • Oyez Legal Forms
  • Quantum Skip
  • Adobe Acrobat and Reader
  • Sun Systems
  • Online Services – Lexis-Nexis, Land Registry



Installation and management of all back office network systems including but not limited to:

  • Active Directory 2008
  • Exchange 2010 / 2013
  • Symantec BackupExec
  • Symantic Antivirus
  • Citrix / XenApp
  • Papercut Printing
  • TDSI Door Entry System
  • Alcatel Omni PX Telephone System
  • Microsoft Lync for Enterprise Voice

1st Line Support Requirements:

  • Level 2 IT Qualification or similar
  • 1–2 years’ work experience in the IT industry
  • Experience working on an IT Helpdesk, highly desirable       
  • Degree in an IT related field would be advantageous
  • Microsoft Certification would be advantageous
  • Experience Configuring Microsoft Outlook for Email
  • Server support would be advantageous
  • Strong knowledge of Microsoft environments
  • Analytical, ability to troubleshoot problems
  • Strong verbal/written communications skills
  • Car & Driving Licence