Potter Clarkson
Service Desk Engineer
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Service Desk Engineer
As a Service Desk Engineer, you will play a crucial role in Potter Clarkson’s IT team. Your primary responsibilities will include providing first line support to users across the business, resolving incidents and fulfilling service requests efficiently and professionally. Acting as the initial point of contact for IT issues, the role focuses on delivering an excellent user experience, following defined processes, and escalating issues where necessary to ensure a timely resolution.
Key Responsibilities
- Act as the first point of contact for IT incidents and service requests via phone, email, and in-person.
- Maintain accurate records of issues and resolution using the ticketing system, ensuring clear documentation and adherence to SLAs.
- Provide assistance, either directly or through escalation to another team member.
- Monitor automated systems.
- Support users with account/group management tasks, password resets, device onboarding, and basic application troubleshooting.
- Assist in the setup and configuration of new hardware and software.
- Diagnose and resolve common hardware and software issues, escalating more complex problems as required.
- Produce and contribute to the creation and maintenance of knowledge base articles, user guides, and training videos whilst maintaining agreed procedures.
- Provide onboard training for new staff and other application training as necessary.
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Skills and Competencies
Essential
- Excellent computer skills and the ability to troubleshoot computer-related problems.
- Proficiency in Windows operating systems, Microsoft Office Suite, and other common software applications.
- Excellent verbal and written communication skills, ensuring clear and effective interaction with colleagues, clients, and stakeholders.
- Capable of managing multiple tasks simultaneously while maintaining high accuracy and quality standards.
- Excellent customer service skills with a proactive approach to problem-solving.
Desirable
- Microsoft and ITIL qualifications.
- Proven experience in a similar role, preferably within a corporate environment.
- Microsoft 365 Administration.
The Company
Potter Clarkson LLP is one of the leading pan-European Intellectual Property law firms, with seven offices across the UK, Denmark, Sweden, and Germany.
We offer clients a full IP service to support them in achieving their commercial objectives. We pride ourselves in the exceptional level of client care offered by our approachable and engaged team.
The firm is consistently ranked in the top tier of major legal guides, such as Legal 500 and MIP. We also hold three independent ISO accreditations which evidence our high level of environmental awareness, service provision, and information security.
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We are committed to promoting a healthy work-life balance, and supporting the wellbeing of all our people. We offer a wealth of health and wellbeing benefits and resources including healthcare, attractive flexible working options, sports and social groups, virtual yoga and mindfulness sessions, a virtual wellbeing hub, mental health first aiders, and a busy social calendar.
Benefits
- We offer a flexible working policy, with employees expected to be in the office three days per week. Initially, the successful candidate will need to work in the office full-time to facilitate their training and integration into the company.
- Competitive salary, dependant on experience.
- Birthday leave.
- Salary sacrifice pension scheme.
- One paid day off per year for charitable work.
- Enhanced maternity and paternity offering.
- Discretionary bonus.
- Health care packages.
- Discount vouchers.
- Company away days.
We are committed to providing a highly supportive, inclusive, and stimulating workplace for all our people. Read more about how we’re building a more equal, diverse, and inclusive culture here.
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