Herbert Smith Freehills Kramer is a world-leading global law firm, where our ambition is to help you achieve your goals.
Exceptional client service and the pursuit of excellence are at our core. We invest in and care about our client relationships, which is why so many are longstanding. We enjoy breaking new ground, as we have for over 170 years.
As a fully integrated transatlantic and transpacific firm, we are where you need us to be. Our footprint is extensive and committed across the world’s largest markets, key financial centres and major growth hubs.
At our best tackling complexity and navigating change, we work alongside you on demanding litigation, exacting regulatory work and complex public and private market transactions. We are recognised as leading in these areas.
We are immersed in the sectors and challenges that impact you. We are recognised as standing apart in energy, infrastructure and resources. And we’re focused on areas of growth that affect every business across the world.
All of this is achieved by supporting the growth of our people, who help us deliver on our ambition – which is to help you achieve yours.
Herbert Smith Freehills Kramer: Your goals. Our ambition
The Opportunity
Key responsibilities:
- Provide prompt and positive hardware and software support both remotely and onsite.
- First point of contact for all IT incidents/requests/questions via ServiceNow, phone, email, the IT portal and onsite.
- Professionally handle all tickets offered from the Belfast office with the objective of gaining an understanding of the customers incident/request and offering the appropriate support in a timely manner.
- Ensure all incoming and outgoing tickets offered are recorded correctly into tickets in ServiceNow at the time of receiving the information.
- Perform troubleshooting through diagnostic techniques and relevant questioning and steadfastly document all the investigative actions and the outcome within the ticket prior to resolving or re-assigning.
- Determine the best solution to resolve or progress the ticket based on the issue and details provided by the customer in accordance with the ServiceNow knowledge articles guidance and workflows.
- Keep updated on new and ongoing problems and the workarounds associated with each
- Carry out IT specific daily operational actions as and when assigned.
- Monitor ServiceNow ticket queue constantly to pick up new tickets or updates and react to them proactively and appropriately.
- Provide customers with updates at least every 24 hours to ensure they are kept fully up-to-date of the status and progression of their issues.
- Understand and comply to all documented processes & procedures and ensure full awareness and adherence to all IT knowledge articles, to HSF Kramer Company Policies and IT Security requirements.
- Develop and maintain good communication with all colleagues and all applicable IT contacts throughout HSF Kramer ensuring sharing of current IT situations, knowledge, procedures, and processes.
- Proactively maintain access to all the applications and services to undertake the role successfully.
- Assist with any ad-hoc IT support or project work when assigned
- Aim to continually improve levels of IT skills and knowledge by readily sharing knowledge and ideas to help each other achieve a high standard of output and increased awareness
- Liaise with vendors and suppliers when required
Key Performance Indicators:
- Monthly Incident Resolution Times – resolving at least 80% of tickets handled
- First Time Fix Rate – at least 85%
- Quality Assurance – Managing more than 95% tickets to good standard or above
Qualifications, Skills and Experience:
- Must be a current student with the University of Ulster studying an IT related degree.
- Good educational background. Working toward a BSC in an IT related field.
- Have knowledge of hardware, software, servers, networking, infrastructure, firewall configuration and administrative technical and troubleshooting skill
- Knowledge of or experience of working with Azure / Hybrid environments.
- Knowledge of or experience of WIN 10 & 11, Surface pro, screens, monitors, printers and their functions as well as experience on BOYD support
- Proficiency in Microsoft Office Application support with strong skills needed on Outlook and Windows 10& 11.
- Experience with Office 365 , OneDrive, SharePoint & MS Teams.
- Technical understanding of communication tools (iPhone, MS Teams, email) and systems issues.
- ITIL Foundation Certified an advantage but should be able to explain ITIL best practices and reflect the ability to follow ITIL processes and procedures.
- Confident in undertaking in person and remote support investigations and implementing known solutions.
- An innovative mindset, curious about AI and emerging technologies.
Please Note: Applications will close at 12pm on Friday 14 August 2026.
Team
Information Technology
Full time
Location
Belfast
Contract type
Fixed Term Contract
Diversity & Inclusion
We are committed to attracting people from all backgrounds and creating a respectful and inclusive culture where everyone thrives. We see this as essential to our success, including our ability to innovate and achieve sustained high performance. This is a key part of our Values—Human, Bold, and Outstanding.
