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Helpdesk Administrator


Responsible to:     Business Support Manager and IT Director

This is a full time role – Monday to Friday, 9.00am – 5.15pm (subject to change depending on needs of business) 

The role offers a diverse range of tasks and duties leading to a number of career opportunities as the business grows.

Salary: Dependent on experience.

Main purpose of the job:
To support the company’s central Helpdesk function and provide administrative support to the IT Director, Business Support Manager and wider team.

Main Duties and Responsibilities 
•    Maintain the firm’s helpdesk software and ensure all First-Point-of-Contact users’ queries, problems, feature requests and reports are logged and assigned to the appropriate member of the team
•    Liaise, as required, on hardware, software, services and communications issues with external suppliers
•    Work with the senior members of the team to assist/co-ordinate minor projects ensuring completion to deadlines and within budget
•    Assist in the implementation of systems, liaising as necessary with suppliers and other institutions
•    Involve users wherever possible in projects, communicating effectively with a substantial number of users at all levels, including senior management 
•    Assist Business Support Manager with the running of training courses and inductions
•    Maintain confidentiality with regard to the information being processed, stored or accessed by the network
•    Assisting with monthly billing and costs management
•    Any other reasonable duties delegated by the I.T. Director or Business Support Manager.

Person Specification:
•    Good written and verbal communications skills 
•    Working within agreed deadlines
•    Accuracy, efficiency and presentation of work
•    Demonstrating flexibility
•    Team working
•    Self-motivated and able to use own initiative
•    Providing highest standards of client service
•    Reliability
•    Good organisation skills 
•    Discretion, tact and ensuring the confidentiality of client and companies affairs
•    Ability to maintain calm under pressure
•    Experience of Law firm office environment (desirable but not essential) 

Technical Specification:
Experience of some of the following is preferred but not essential as training will be provided.
•    MS Server Products
o    Exchange
o    Server/Workstation OS
o    Active Directory
•    MS Office/User Applications
•    Line of Business (LOB) Legal Applications
o    ALB (Advance Legal)
o    Digital Dictation – BigHand/ DictateNow


To apply for this position, please email your CV and a covering letter to Nicki Windridge, HR Manager - nickiwindridge@hcbgroup.com