DGH Recruitment
Service Desk Technician
London
£52k/yr
Posted about 20 hours ago
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Service Desk Technician - London (Hybrid) - Permanent - £52,000 per annum
A fantastic opportunity has arisen for a Service Desk Technician to join a leading global law firm on a permanent basis.
Key Responsibilities
- Deliver first-line IT support, managing incidents and service requests in line with agreed service levels.
- Troubleshoot and resolve technical issues, maintaining high first-time resolution rates.
- Monitor service desk queues, escalate complex incidents and support problem management.
- Provide remote access, application and device support to users.
- Support IT system deployments, upgrades and service improvements.
- Maintain service desk documentation, knowledge bases and operational procedures.
- Manage routine IT activities, including joiners, leavers and audits.
- Liaise with vendors and internal IT teams to resolve technical issues.
- Provide technical guidance and mentoring to other team members.
- Participate in rotational shifts and out-of-hours on-call support.
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Key Experience
- Minimum 3 years' Service Desk experience within a law firm or professional services environment.
- Strong knowledge of Microsoft Entra ID, Active Directory and Exchange.
- Excellent support skills across Microsoft Office, including Word, Outlook, Excel, PowerPoint and Co-pilot.
- Experience supporting iPhones, iPads and Android devices.
- Strong knowledge of document management systems, e-filing processes and legal applications.
- Good understanding of remote access technologies and video conferencing tools.
- Proficiency in Generative AI technologies within a legal environment.
- Strong troubleshooting, incident management and customer service skills.
- Excellent communication skills and ability to manage competing priorities.
- Knowledge of ITIL processes, with ITIL v4, CompTIA A+ or Microsoft certifications desirable.
- Relevant degree or equivalent professional experience preferred.
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