IT Service Desk Technician

Role profile
Our IT team are looking for an IT Service Desk Technician to join them to manage the resolution of computer software and hardware problems and assist in the maintenance of the systems and processes through providing telephone, email and remote support to Global users of the IT systems at Osborne Clarke and providing client site support when required.

We offer full ITIL certification training, along with a number of other opportunities to learn and develop in your career.

Your working pattern will be 35 hours per week, on a weekly rota basis with the team covering Monday – Friday, 7.00am – 7.00pm.

This is an office based role in central Bristol, the early shift (7.00am – 3.00pm) will involve working fully from home.

Key responsibilities

• Provide telephone, email and remote access support to users of IT systems across multiple international sites within established and strict SLA\’s & KPI\’s

• Take part in the resourcing of the Guru Bar – IT\’s user facing facility to offer assistance for anything IT related.

• Maintain timely and quality Incident closure, aiming for first-time fixes where possible and escalation to next level where required

• Ensure client satisfaction with timely communications and updates

• Ensure full and correct information is collected and entered into incident record

• Ensure that IT solutions are relevant to the business need and developed to meet end user requirements

• Help with the dissemination of skills and knowledge throughout the Technology Services team and actively collaborate with other members of the IT team to distribute workload effectively

• Create and maintain knowledge documentation for implemented resolutions

• Understand and adopt the principles of acting as a professional service provider to ensure a consistent standard of support to customers, which will be measured through feedback

• Contribute to the continuous review and improvement of IT Services team processes

• Keep up with advances in technology, new software and hardware in order to serve as an advisor to clients and other employees

• Monitor Incidents to identify frequently arising issues and assist in the delivery of user coaching to resolve these

• Manage own workload and incident queue whilst monitoring the main ServiceDesk queue for new incidents and requests, ensuring all calls are kept up to date

• Understand the responsibilities associated with working in a regulated environment, and adhering to SRA obligations

• Understand information security and data protection initiatives and regulations

• Understand and demonstrate a full understanding of information security and data security policies, best practices, and implications

We are looking for

We are looking for someone with previous experience in a support role. You will have a strong customer service ethic and demonstrable customer service skills, committed to delivering an exceptional standard of service.

Core skills:

• Strong team player committed to assisting colleagues wherever necessary to maximise the effectiveness of the entire IT department

• Able to work autonomously and to schedule own resource appropriately

• Understanding of the implications of failing to provide outstanding service

• Should be able to demonstrate good problem solving technique using a sound logical approach, and ability to research using all means available

• Focussed on and able to work to or exceed agreed Service Levels

• Willing and able to be flexible in working practices

• Creative thinker skilled at solving problems for users

• Willing to travel to other sites should it be required

Technical requirements:

• Technical support experience gained in a Microsoft environment with a high level of problem solving, including Windows 10, MS Azure, Active Directory, Microsoft Office suite/365 and Microsoft Exchange16/Exchange Online

• Microsoft Teams (messaging & VOIP), Document Management Systems (such as iManage), digital dictation and integrated products such as BigHand, InterAction, InTune, PDFDocs and Mimecast.

• Mobile device support including troubleshooting and administration of BYOD solutions and iPhones

• Experience of Remote Access/flexible working support

• Knowledge of printer/scanning technologies and support

• Experience using workflows and helpdesk business service tools, including incident / case management systems

Salary and benefits

We offer competitive salaries and generous benefits. We value the health and wellbeing of our people and our wide range of initiatives and benefits support this.

Our recruitment process
Please note that although we include closing dates for our roles as a guide, we review and progress applications on a rolling basis. At Osborne Clarke we do not make any recruitment decisions using automated decision-making.

We are committed to providing an environment where you can perform to the best of your abilities at every stage of your recruitment experience and beyond. If you require any adjustments to be made during the application stage, interview process, or when working with us, please let us know in confidence.

About Us

Osborne Clarke is an international legal practice with over 330 Partners and more than 1,260 talented lawyers in 26 locations*. Our sector-based approach enables us to help our clients tackle the issues they are facing today, and prepare for the ones that they will face tomorrow. Advising them both comprehensively and commercially. We love working closely with our clients on new deals, products and solutions which will transform their businesses, markets and even sectors. And our unique approachable culture is not an added extra, it\’s fundamental to our success.

At Osborne Clarke we value difference and encourage applicants from all backgrounds. We want everyone to feel that OC is a place where you can be yourself and belong, and our range of interest groups and diversity networks – not to mention our great teams – are a part of making that a reality.

*Services in India are provided by a relationship firm

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