Service Desk Technician

Service Desk Technician - London (Hybrid) - Permanent - £52,000 per annum

A fantastic opportunity has arisen for an Service Desk Technician to join a leading global law firm on a permeant basis.

Key Responsibilities

• Deliver first-line IT support, managing incidents and service requests in line with agreed service levels.
• Troubleshoot and resolve technical issues, maintaining high first-time resolution rates.
• Monitor service desk queues, escalation complex incidents and support problem management.
• Provide remote access, application and device support to users.
• Support IT system deployments, upgrades and service improvements.
• Maintain service desk documentation, knowledge bases and operational procedures.
• Manage routine IT activities, including joiners, leavers and audits.
• Liaise with vendors and internal IT teams to resolve technical issues.
• Provide technical guidance and mentoring to other team members.
• Participate in rotational shifts and out-of-hours on-call support.

Key Experience

• Minimum 3 years' Service Desk experience within a law firm or professional services environment.
• Strong knowledge of Microsoft Entra ID, Active Directory and Exchange.
• Excellent support skills across Microsoft Office, including Word, Outlook, Excel, PowerPoint and Co-pilot.
• Experience supporting iPhones, iPads and Android devices.
• Strong knowledge of document management systems, e-filing processes and legal applications.
• Good understanding of remote access technologies and video conferencing tools.
• Proficiency in Generative AI technologies within a legal environment.
• Strong troubleshooting, incident management and customer service skills.
• Excellent communication skills and ability to manage competing priorities.
• Knowledge of ITIL processes, with ITIL v4, CompTIA A+ or Microsoft certifications desirable.
• Relevant degree or equivalent professional experience preferred.

Service Desk Technician - London (Hybrid) - Permanent - £52,000 per annum

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