Desktop Support Specialist

We are looking for a Desktop Support Specialist to provide high‑level local IT support within our London office.

Responsibilities

• Act as an escalation point and initial contact for customer support requests.
• Provide technical support on operational or maintenance aspects of system equipment.
• Diagnose and repair mechanical, hardware, software and system failures using established procedures.
• Develop a thorough understanding of the firm’s hardware/software configurations, including internally developed applications, software management and ITSM applications.
• Monitor and update incident tracking tickets for compliance with SLA, logging daily activities and documenting solutions.
• Identify issue trends via queue monitoring and research escalated tickets to determine appropriate action.
• Communicate moderately complex or technical information effectively in oral and written form, including correspondence and reports.
• Follow and create detailed operational procedures, helping improve quality of service delivery and provide value‑added customer services.
• Collaborate with network services, server operations and application development to restore service and identify problems.
• Liaise with third parties and vendors for local IT hardware/software and related supplies.
• Assist with mobile device set‑up, review, maintenance and troubleshooting; support video, audio and web conferencing.

Required Qualifications

• Relevant experience within a support role, ideally in a professional services environment.
• Experience with a busy Service Desk using service desk software or a service management tool.
• Experience performing installations, moves, software and hardware adds and changes to end users’ IT equipment.
• Experience using VPN client and Citrix client.
• Experience with Mobile Device Management solutions.
• Strong knowledge of supporting Windows, MacOS, MS Office, Acrobat, Edge, Chrome and other browsers.
• Experience dealing directly with clients and providing excellent customer support.

Preferred Skills

• Confident communication with people at all levels.
• Remains calm under pressure and in the face of provocation.
• Willingness to learn new systems and processes.
• Ability to work as part of a team as well as independently.
• Understanding of and enthusiasm for PC technology.

Benefits and Compensation

• Competitive salary reflecting skills and experience.
• Health and wellness programme including employee assistance, gym discounts, medical insurance, Headspace membership and wellbeing platforms.
• Lifestyle and savings programmes such as discount platforms, cycle‑to‑work scheme, electric car lease scheme, season‑ticket loans and family support resources.
• Protection and security: life assurance, group income protection and a workplace pension scheme including a 5% employer contribution.
• Time away from work: 25 days annual leave + bank holidays and 3 personal leave days, enhanced family leave, volunteering days and birthday leave.
• Professional development: e‑learning platform, mentoring schemes and training bursaries.

Equal Employment Opportunity

Fragomen is committed to promoting diversity, inclusion, and equal opportunity for all employees and applicants, regardless of race, ethnicity, heritage, gender, age, religion, disability, sexual orientation, gender identity or intersex status. All offers and contracts are contingent upon successful pre‑employment screening.