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Job Title IT Service Desk (2nd Line)
Closing Date 15-Oct-2022
Position Full Time - Permanent
Business Entity Gateley Legal
Department Information Technology
Location Manchester – United Kingdom
Job Type Experienced Hire

We are a legal and professional services group, with over 1,000 employees across 12 offices. We support more than 5,700 active clients, ranging from FTSE 100 companies to private individuals, in the UK and beyond.

We proudly won 'UK Law Firm of the Year' at The British Legal Awards 2019.

The Team

Gateley Plc has a dynamic, collaborative IT team consisting of 30 team members. These include 1st, 2nd and 3rd line Support Analysts, a Security Analyst, an Infrastructure Architect, Project Managers and Developers.

The IT Service Delivery team consists of 19 members across 5 sites, including Birmingham, London and Manchester, Leeds and Guildford. They provide deskside and remote support for IT queries, action tickets and ensure items are managed effectively whilst maintaining a high level of customer service.

The Role

As a 2nd Line Support Analyst, you will be expected to have in depth knowledge of the software and technical platforms that make up Gateley IT services as well as how IT within Gateley is consumed by end users. As a result, you will be able to resolve the majority of incidents and requests that are raised to the Service Desk and will be a point of escalation for the 1st Line Team.


  • Technical escalation point
  • Desk side and remote support
  • Identify trends and potential problems and respond proactively
  • Support and mentor 1st line analysts and apprentices
  • Provide support at other Gateley sites where required
  • Provide out of hours on-call support for the business
  • Provide excellent customer service
  • Comply with the company's policies and procedures
  • Use, maintain and create knowledge documents in the Service Management platform

Personal Attributes

In order to be successful in this role you will need to demonstrate the following attributes, aligned with the following Gateley team spirit elements:

Ambitious for Success

  • Willingness to learn and be invested in personal development objectives

Room to Breathe

  • Ability to mentor and support junior colleagues

Forward Thinking

  • Support continual improvement by identifying opportunities for improvement

Trusted to Do

  • Proactive attitude
  • Strong personal organisation skills
  • Fastidious attention to detail
  • Ability to prioritise own workload
  • Work well under pressure
  • Ability to talk confidently about technical issues and their resolutions

Working Together

  • A service & customer focussed attitude
  • Empathy with colleagues
  • Excellent communication skills, empathy and diplomacy
  • Ability to work individually, potentially remotely at times as well as part of a team

Technical Competencies

In order to carry out this role, an established understanding and ability to undertake administration and troubleshooting in the following areas will be required:

  • Microsoft Windows & Windows Server environments
  • Microsoft Active Directory
  • Microsoft O365
  • Networking, TCP/IP, DNS, DHCP, VPN
  • Mobile Device Management tools
  • Mobile device configuration
  • Workstation/Laptop hardware
  • Telephony
  • Email Security (Mimecast)
  • Printers/Copiers
  • Data Rooms
  • Understanding of security threats within IT

Diversity, inclusion and well being

Diversity, inclusion and well-being is an important part of Gateley's culture and values. We recruit talented people from a diverse range of backgrounds and cultures, providing equal opportunities for all to join our team regardless of age, sex, race, disability, sexual orientation, disability, and culture.

We create an exciting and rewarding place to work that aims to fulfil everyone's potential and together to achieve personal and business goals. We offer flexible working patterns to help our staff achieve a good work/ life balance and we encourage candidates seeking flexibility in their next role to apply for any of our vacancies.

Additional Information

If you are successful in receiving an offer of a role with our company a variety of pre-employment screening checks will be completed. Our screening checks can include but are not limited to your eligibility to work, professional and academic qualifications, any criminal records, your financial stability and references from previous employers. The screening that takes place will be relevant to your role and will vary from role to role.