IT Analyst Apprentice

The Role

An opportunity has arisen to recruit a highly motivated enthusiastic team player to join the IT services team in Herbert Smith Freehills to provide user support. The role will be placed in two areas which are Service desk and Digital Workplace team ( DWP ) and will give experience supporting users over the phone and face-to-face.

Key Responsibilities

Acting as the first point of contact for all business IT incidents. Answering all calls in a professional and helpful manner, with the objective of completely understanding the caller's problem or requirement. Investigating and resolving incidents to the best ability and escalating to DWP and Technical Support Team ( TST ), ensure all calls are recorded effectively in the call logging system. Monitoring the call lists to ensure all calls are being dealt with effectively and according the service standards. Supporting and troubleshooting technologies such as Document Management System (Worksite), Outlook, Expert, Workshare, Enterprise vault, laser forms, AnyConnect, VMware, and Microsoft office 2010 applications. Intelligent Hub, Ms. Intune, Office365, Citrix, Laptops, Desktops, Apple devices. Building, Configuration, and Maintenance of all Herbert Smith Freehills PC's, Laptops, Procurement and support of all London iPhones Provide customers with regular updates ensuring they are fully aware of the status and progress of their call. Actively share information and knowledge with all members of the team and aim to continually improve levels of IT skills and knowledge. Ensuring that all processes & procedures as detailed in the Best Practice Guide are followed e.g Incident and Problem Management Assist with project work including floor walking. Communicating with third party companies regarding warranty and new products. Being a sole point of DWP hardware support for approximately 1700 users. Keeping up to date with new and changing PC/Laptop and iPhone platforms. Maintaining good communication with International IT contacts ensuring sharing of knowledge and procedures.

Training:

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

ICT (Information Communications Technician) level 3 apprenticeship standard You will also receive full training and support from the Just IT Apprenticeship team to increase your skills Your training will include gaining a level 3 IT qualification

Training Outcome:
Potential for permanent role after completion of apprenticeship for the right candidate

Employer Description:
About us With nearly 5,000 staff, including 2,800 lawyers, Herbert Smith Freehills is one of the largest, fully-integrated law firms in the world and is the leading firm in Asia Pacific. We advise many of the largest and most ambitious organisations across all major regions of the world. Our reputation for providing outstanding legal expertise is thoroughly deserved: we are globally pre-eminent in all forms of dispute resolution and an international leader in corporate and finance. We are one of the world's top-ranked energy and resources firms. We offer our clients a top-tier capability across a single global platform with a distinctive focus on industry sectors and an un-paralleled depth of expertise. Join us, and you will work with inspiring people, many of whom are leaders in their fields. You will be faced with demanding and intellectually stimulating work that will require more than just technical ability. You will need to have a sense of the bigger picture, the ability to cut to the heart of the matter and a gift for developing exceptional working relationships. With more than 20 offices across the globe in fast-growing markets like China, Indonesia and Russia and established centres like the UK, Europe, the US and Australia, we can offer you the international opportunities that only a leading global practice can provide. We recognise that the success of our business and our clients relies on the skills, knowledge and ideas of all our people. Our environment is one in which high performance is expected, in return, we will provide you with rewards and opportunities tailored to your personal and professional goals. The London office Located in the heart of the City of London, our Exchange Square offices give us easy access not only to our clients but also to many of the social and cultural attractions of one of the world's most exciting cities.

Working Hours :
Monday - Friday (9:00am - 5:30pm). Shifts TBC

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Analytical skills,Logical,Team working,Initiative,Patience,Positive attitude,Motivated,Hard-working,Willingness to learn,Hardware and software,Excellent time management