Helpdesk Coordinator

The Role

A fantastic opportunity to join a global Law firm in their prestigious Central London HQ. The Helpdesk Coordinator will provide first line helpdesk support to external customers, assisting them with hardware and software problems via phone and email.

What you'll do

• To provide 1st line technical support; answering support queries via phone and email.
• Log user calls using the Hornbill call logging system, detailing the user problems and allocating to the appropriate IT resource.
• Take ownership of user problems and be proactive when dealing with user issues.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Liaise with the user and /or I.T. coordinators as to progress of calls.
• Update the Support Manager with current outstanding calls and escalate calls as necessary.
• Ensure calls are dealt with efficiently and quickly and update Hornbill accordingly.
• Work with the rest of the IT Services team to ensure an effective service is provided.
• Liaise with external printer Maintenance Company - logging fault calls and ensuring they are updated.
• Order consumable as required (tapes, disks, etc.)

The main responsibilities of this role are outlined above, however this description is not exhaustive and the job holder may be required to undertake additional duties from time to time to ensure the smooth running of the department. The role may require some working outside our normal working hours of 9:30am-

5:30pm.

Your skills

The successful candidate will have:

• Excellent telephone and communication skills and previous helpdesk (telephone support) experience desirable.
• Basic understanding of PC hardware set-up and configuration.
• Knowledge of ITIL Framework and Hornbill Support works would be an advantage.
• Minimum technical requirement of a Microsoft MCP or another technical qualification would be desirable.
• Knowledge of Windows 7 and Office 2010 would be preferable.
• Ability to work under pressure, under own initiative and manage own priorities and time.
• Ability to prioritise calls and recognize when calls should be re-prioritised and / or escalated;
• Flexibility with responsibilities and changes to working practices as the Firm expands and develops