IT Service Desk Technician in Bristol

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 in‑person and remote support to global users of the IT systems at Osborne Clarke and providing client site support when required.

We offer a number of opportunities to learn and develop in your career.

Your working pattern will be 35 hours per week, on a rota basis with the team covering Monday – Friday, 7.00am – 7.00pm based in our Bristol office offering hybrid working.

Key Responsibilities

• Provide support to users of IT systems across multiple international sites within established and strict SLAs & KPIs.
• 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 ticket management, 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 ticket records.
• 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 tickets 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

Someone with previous experience in a support role, a strong customer service ethic, and demonstrable customer service skills, committed to delivering an exceptional standard of service.

Core Skills

• An interest in Technology, personable and customer‑focused.
• Self‑motivated, proactive and able to prioritise, keen to learn and develop.
• A flexible team player with a growth mindset.
• Strong team player committed to assisting colleagues wherever necessary to maximise the effectiveness of the entire IT department.
• Self‑motivated, able to work autonomously and to schedule own resource appropriately.
• Understanding of the implications of failing to provide outstanding service.
• Capable of demonstrating good problem‑solving technique using a sound logical approach, and ability to research using all means available.
• Focused 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 if required.

Technical Requirements

• Technical support experience gained in a Microsoft environment with a high level of problem solving, including Windows 11, MS Azure, Active Directory, Microsoft Office suite/365 and Microsoft Exchange 16/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.