A law firm in North Yorkshire has an opportunity to recruit a highly motivated enthusiastic team player to join the IT services team in to provide user support. KEY DUTIES 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 PC s, Laptops 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 and 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 ..... full job details .....