IT Service Desk Engineer

• Provide professional, courteous support for incoming IT issues via phone, email, and face-to-face interactions
• Take ownership of technical issues, managing them methodically and ensuring a logical resolution
• Accurately log and categorise incidents and faults, prioritising them in line with team procedures
• Conduct thorough diagnostics with end users to enable first-contact fault resolution
• Deliver desktop and server-based support when immediate resolution is not possible
• Ensure all incidents are resolved within service level agreements (SLAs), escalating when necessary
• Manage faults throughout their entire lifecycle, from first contact through to resolution, keeping users informed of progress
• Perform administrative support tasks to meet operational objectives, including: Setting up accounts and workstations for new team members, Managing IT assets and equipment assignments, Overseeing IT equipment moves, Reviewing reports and event logs, Documenting procedures
• Diagnose and resolve issues to user satisfaction, either remotely or in person
• Continuously develop technical knowledge and skills to support first-time fault resolution
• Identify and escalate recurring issues or service risks to the appropriate service management teams
• Share knowledge and best practices with team members to enhance overall support efficiency

• 2-3 years of experience in a service desk or IT support role
• Strong troubleshooting and problem-solving skills
• Ability to manage multiple tasks efficiently while maintaining a high level of customer service
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly
• Experience working within service level agreements (SLAs) and escalation procedures
• Ability to adapt to evolving technologies and contribute to process improvements

Experience of legal business systems is advantageous

• Competitive holiday entitlement
• Self-invested personal pension
• Health and wellbeing initiatives
• Life assurance
• Cycle to work scheme
• Agile working opportunities
• Discounted legal fees
• Referral incentives
• Car parking