Mayer Brown
Service Desk Technician
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Mayer Brown - Service Desk Technician
About the Role
Mayer Brown is an international law firm that represents major corporations, funds, and financial institutions in complex transactions and disputes. We are seeking a Service Desk Technician to join our IT department in our London office.
Responsibilities
- Manages all incoming incidents and service requests in accordance with standard procedures and documented processes
- Delivers support services in accordance with internal service level expectations and ensure that customer expectations are set and consistently met or exceeded
- Provides proactive management of incidents and service requests across all global queues for regional tickets
- Resolves issues at first contact when appropriate while escalating work requiring additional expertise
- Maintains clear, accurate, and timely ticket documentation, including the reported issue, actions taken, communications, handoffs, and resolution details
- Provides timely updates, communicates next steps, and sets clear expectations throughout the support process
- Identifies recurring issues and opportunities for improvement
- Escalates problems based on trend analysis via the Problem Management process and acts as a technical resource for escalated problems
- Operates within and makes suggestions for improving Service Desk standards and guidelines
- Develops a sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
- Works with vendor support contacts to resolve technical issues within the service desk environment
- Defines, documents, and maintains relevant service desk processes including all relevant communication activities
- Adheres to all IT and user quality assurance practices/processes
- Provides advanced remote access support and ad-hoc support for non-standard personal and/or remote access devices
- Accurately maintains all relevant applications support documentation including the on-line knowledge base
- Undertakes regular service activities (audit/leavers/joiners) to ensure timely completion
- Maintains proactive working relationships between your team and other teams within the IT department and the user base
- Provide on-call assistance when needed
- Provide occasional deskside support as business needs require, and perform other duties, when needed, as directed
- Work overtime or hours other than those normally scheduled whenever the Firm deems necessary.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Qualifications, Experience, and Personal Attributes
- Professional Certification and/or experience (e.g., Microsoft Office Specialist) preferred
- COMPTIA A+, ITILv4 Desirable
- Degree in related field is preferred or equivalent work experience
Experience
- 3+ Years Experience as a Service Desk analyst in a professional services environment or a law firm required.
Skills
- Strong knowledge of MS Entra ID, Active Directory and Exchange as they relate to Service Desk activities
- Strong support capabilities in all MS Office products and applications including Word, Outlook, Excel, PowerPoint and Copilot
- Good knowledge of Mobile devices such as iPhone, iPads and Android devices
- Strong knowledge of document management systems and e-filing processes
- Strong support capabilities for other non-standard legal applications
- Good working knowledge of remote access technologies and video conference tools
- Knowledge of the ITIL environment and process is preferred (e.g., incident management and workflow)
- Proficiency in Generative AI Technologies and their application within a Legal Environment
Performance Traits
- Must be able to multi-task to ensure that all incident/service requests are being progressed and resolved in accordance with expectations
- Strong customer service skills and the ability to develop a rapport with users over all recognised voice and messaging platforms
- Quickly and accurately troubleshoot applications/document-based issues
- Ability to learn and apply new technical knowledge quickly
- Strong written and verbal communication skills, able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors
- Ability to work in a diverse team and effectively support the demanding needs of the Firm
- Ability to work under pressure, meet deadlines with shifting priorities
- Must be a self-starter with a high level of initiative
- Strong customer service skills, able to anticipate needs
- Strong attention to detail, organizational skills and the ability to handle multiple projects
- Maintains confidentiality and exercises discretion
- Exercises solid strategic thinking and problem-solving skills
Get help with your application
Your very own career expert that helps elevate your application to the next level.
The above is a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.
The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.
At Mayer Brown, we are committed to creating an inclusive work environment that offers our people the opportunity and support they need to succeed. Our culture promotes mutual respect, acceptance, cooperation, and productivity among people from all backgrounds and values different perspectives and ideas. One of our core values at Mayer Brown is to promote inclusion at all levels within the business which is actively supported by our Employee Resource Groups - LGBTQI+, Fusion (Race & Ethnicity), Multi-faith, Women, Enable (Disability), Social Inclusion and Opportunities Network and Work and Me (Family).
We are happy to discuss any reasonable adjustments that individuals may require throughout the recruitment process and once they have joined the Firm.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Location