Information Technology Analyst

Knights is the UK’s largest legal and professional services business outside of London. With over 1500 colleagues across 30 locations our strong organic growth, combined with several high-quality recent acquisitions means we are now a more diversified business with strengthened positions in our key target markets.

Our business model and culture remain a clear differentiator from many legal services businesses, enabling us to recruit individuals who wish to work in a modern professional services business that invests in training, technology, quality of life for employees and quality of service for clients.

About the role

You will provide technical assistance and support to employees throughout the business, ensuring timely resolution of IT-related issues and maintaining high levels of colleague satisfaction. As part of a large Help Desk team of approximately 20, you will provide assistance both in-person and remotely, ensuring speed and quality of responsiveness.

• Respond to helpdesk tickets, troubleshoot technical issues, and provide guidance on software and hardware usage.
• Assist users with IT-related inquiries, providing clear and concise explanations of technical concepts
• Perform routine maintenance tasks, including software updates, hardware configurations, and system monitoring.
• Maintain accurate records of support requests, resolutions, and system changes.
• Where possible, provide training and support to junior helpdesk staff, sharing knowledge and best practices.
• Participate in IT projects, such as software rollouts, system upgrades, and infrastructure improvements.

What does Knights offer?

• You will be part of a One Team culture that promotes direct responsibility with an expectation to always deliver the best service possible for clients within a collegiate, team-based environment.
• You can help change the way we all think about and deliver the future of legal and professional services in a friendly, caring business, with little (if any) hierarchy.
• Our culture of positivity and transparency, provides a great platform for people to take their careers to the next level.
• We have an exceptional office environments and facilities at 30 locations nationwide, including our Head Office in Stoke.
• An excellent training and onboarding programme makes all new starters feel welcome from day 1; an engaging on-site training team will give you the skills and knowledge to succeed in your role.
• There are monthly tech round tables on topics such as new technology, new solutions and learning from the more experienced members of the team.
• Great work-life balance with employee wellbeing and healthcare benefits.
• The IT team are able to gain knowledge and experience of different technologies and be involved in rewarding projects such as new office roll-outs and monthly IT roadshows; visiting offices throughout the country and building team bonding along the way.
• Excellent benefits package makes Knights a great place to work and includes 23 days annual leave, birthday gift vouchers, travel to work schemes, retailer discounts platform, healthcare, eyecare and dental, life assurance, discounted legal fees, pension, share incentive plan.

What are we looking for in a candidate?

• Prior experience of 1st or 2nd line support in a Windows environment is advantageous.
• Understanding of standard solutions such as Microsoft Office, Windows, Active Directory, networks and ticketing systems such as Manage Engine is advantageous
• You will have a strong commitment to customer service and to providing a friendly and helpful IT help desk experience for colleagues.
• You possess excellent communication skills both verbally and via email, including an excellent standard of writing.
• You will have the ability to keep calm and work under pressure, stay organized, adapt to changing priorities and handle a variety of duties to a high standard.
• You will be keen to work in a fast paced environment and manage your workload within SLAs – we are proud of the speed and quality of service we deliver to stakeholders.
• You will thrive in a team environment which is supportive, positive and succeeds together.
• You will be comfortable adapting to change and helping the team / other teams where required.
• You have a careful and methodical approach to work, ensuring that processes, procedures etc. are followed accurately.
• We are an office based team so you will be required to work fully in the office in Stoke, with the option to travel to other offices on team projects from time to time.