Totum Partners
Senior Service Desk Specialist (Supervisory) - Law Firm
London
Posted 1 day ago
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Job Responsibilities
- Help junior team members and mentor them, reporting to the Service Desk Manager.
- Ensure incidents, requests, and escalations are handled within agreed SLAs.
- Identify and address bottlenecks, recurring issues, or service risks.
- Act as the primary escalation point for complex or high-priority incidents.
- Ensure all new starters' requests are completed accurately and ensure leaver processes are actioned promptly to maintain security and compliance.
- Support ITIL best practice across incident, request, problem, and change management processes.
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Skills Required
- A minimum of 5 years+ support experience within a law firm environment.
- Experience with O365, Intune, Azure, Entra ID, iManage, Aderant, and InTapp systems.
- Previous experience mentoring, supervising, or managing a team.
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Additional Information
This role offers hybrid working - 2 days WFH weekly.
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