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Main Responsibilities:

  • Lead and manage the service desk, providing guidance, training, and support to ensure the highest level of customer service and technical expertise.
  • Oversee the day-to-day operations of the service desk, including ticket management, prioritisation, and escalation of issues to meet defined service level agreements (SLAs).
  • Actively manage the full ticket lifecycle and distribution of workload between support staff to ensure that nobody is over or underutilised.
  • Continuously monitor and evaluate service desk performance, identify areas for improvement, and implement strategies to enhance service delivery.
  • Monitor and maintain system health through various dashboards (Monitoring software, Anti-Virus, firewalls, Intune etc.)
  • Increase employee/IT engagement, providing end-user guidance/training and updates on new and existing systems.
  • Assist the IT Managers by taking on other delegated tasks.

 

The successful candidate’s primary responsibility will be to lead our IT helpdesk and provide excellent IT support and resolve technical issues, ensuring high quality technical support and increase customer satisfaction using SOLAR WINDS, our IT Service Portal & Helpdesk. This will include dealing with user support queries in a timely and efficient manner, meeting and exceeding SLAs agreed with the business, as well as chairing a weekly review meeting with the wider IT team. The helpdesk/IT support person will be the initial point of contact for all IT support matters, able to confidently deal with most incidents first-hand.

 

In conjunction with incident management, this role also requires the successful candidate to take on other delegated tasks from the IT Managers.

 

The role will also include the pro-active monitoring of various systems to ensure the health of all network devices is kept optimal. Management of and deployment of OS and other updates will also be managed to ensure devices are kept up-to-date and compliant.

 

As this role develops, there will be scope for the successful applicant to contribute to future system development.

Occasional travel to our branch offices (Galway, Cambridge & Cirencester) may be required.

 

Essential Requirements:

  • IT/Computer science degree or related qualification
  • Min 3-5 years’ industry experience, preferably in a similar support role
  • Essential Technical skills: Windows, Office, Windows Server, Active Directory, Azure AD, Exchange, Networking, SQL, Intune
  • Essential Additional skills: Analytical, problem-solving, communication, attention to detail, interpersonal skills
  • Desirable Technical Skills: Scripting/Programming skills
  • Team player: will be required to contribute to wider team duties
  • IP/legal industry, or Inprotech/iManage experience a bonus

Why join us?

Keltie is an exceptional IP firm with a reputation for providing excellent client service to a range of small, medium and large clients around the world. Chambers and Partners ranks Keltie among Britain's top ranked patent and trade mark firms and we are one of the fastest-growing IP firms in the UK, with offices in London, Cambridge, the Cotswolds and Galway.

 

What the right person will get.

Salary: Competitive market salary.

Employee Benefits: Flexible working (discretionary 2 days min’ office based), Group Pension Plan, Private Healthcare Plan, Life Assurance, Group Income Protection, Perkbox, 25 days holidays plus paid bank holidays, season ticket loan, ride2work scheme, social events. 

Hours: This is a full-time role, 35 hours, 5 days per week

Location: London Bridge, London.

 

To Apply

Interested? If so, please get in touch and tell us why you think we should meet.  Please apply here an include your CV with a covering letter including your salary expectations. 

This position is not eligible for sponsorship. Proof of right to work in the UK is requirement for this role.

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Vacancy

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