Shoosmiths
User Support Assistant
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The role
The User Support Assistant is a key member of the IS support function, providing a blend of Service Desk, site-based and remote technical support. The role offers responsibilities of resolving end-user technology issues, supporting colleagues at our core sites, and managing selected hardware activities.
The role will be broadly split equally between Service Desk responsibilities and site or remote support. The postholder will support incidents and service requests from initial contact through to resolution or appropriate escalation, while also providing hands-on assistance with laptops, peripherals and workplace technology.
The postholder will contribute to selected new starter and replacement device activities, including building, configuring, issuing and recovering laptops. They will support defined elements of the joiner, mover and leaver process but will not be responsible for managing the full end-to-end process.
The team
The Information Systems (IS) team at Shoosmiths plays a pivotal role in the technological enablement of the firm, ensuring the seamless operation of its computer systems. The team delivers reliable technology services, supports the firm's applications and technical infrastructure, and helps colleagues work effectively across our offices and remotely.
Main Responsibilities
- Provide high-quality Service Desk support for end-user incidents and service requests across telephone, portal and other approved support channels.
- Diagnose and resolve hardware, software, access, connectivity and peripheral issues, using remote support tools or providing hands-on support where required.
- Record accurate and detailed information in ServiceNow, maintaining clear ownership and communication throughout the lifecycle of each ticket.
- Monitor assigned queues and priorities, progress work in line with service level targets, and escalate complex or high-impact issues to the appropriate resolver team.
- Provide site support at core offices, including desk-side assistance, meeting room and workplace technology support, and resolution of local technical issues.
- Build, configure, test and prepare laptops for new starters, replacement devices and other approved requirements, following documented standards and security controls.
- Support hardware asset activities, including device allocation, collection, stock checks, secure storage, updates to asset records and coordination of repairs or replacements.
- Complete assigned tasks within the joiner, mover and leaver process while working with the wider team responsible for the end-to-end process.
- Provide remote support to colleagues working from home or other Shoosmiths locations, adapting communication to different levels of technical confidence.
- Identify recurring incidents and service improvement opportunities, contributing clear resolutions and guidance to the knowledge base.
- Work collaboratively with Service Desk, Operations Support and wider IS teams, sharing information and ensuring effective handovers when issues require specialist input.
- Maintain a professional, customer-focused approach, keeping users informed and setting clear expectations throughout the support process.
- Participate in regular training and development activities to strengthen technical knowledge and customer service capability.
- Demonstrate flexibility and willingness to assist in other areas of the business as work demands require, supporting a collaborative and adaptive approach to changing workloads.
- Participate in an on-call rota where required, providing essential support outside normal working hours.
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Skills And Qualifications
- Some experience, training or demonstrable interest in Service Desk, desktop support, field support or a similar end-user technology environment.
- Basic practical knowledge of laptop and desktop hardware, peripherals, Windows environments and common workplace applications, with a willingness to develop these skills further.
- Experience of using ServiceNow or a similar ticketing system is desirable, but training will be provided.
- Exposure to building, configuring or deploying laptops and maintaining hardware or asset records is desirable.
- Good troubleshooting and problem-solving skills, with the confidence to ask questions, follow guidance and escalate issues when needed.
- Excellent communication and customer service skills, with the ability to explain technical information clearly to non-technical users.
- Ability to organise workload, manage competing priorities and work effectively both independently and as part of a team.
- A proactive approach to learning, documentation and continuous service improvement.
- ITIL v4 certification or a relevant Microsoft certification is desirable.
Additional Details
This is an office-based hybrid role, with an expectation that the jobholder works from a Shoosmiths office for most of the week.
- Remote working may be available where duties allow, but office attendance will be required to support site-based activities, laptop preparation, hardware support and other operational priorities.
- Occasional travel to another Shoosmiths office may be required, but travel is not a core requirement of the role.
- The role may require flexible or extended hours to complete some activities outside the core business hours of 08:00 to 18:00.
- Due to the nature of the role, additional hours may occasionally be required to meet business demands.
The firm
Shoosmiths is the law firm clients choose for excellent service, incisive thinking and above all for our ability to focus on what matters. From offices across the UK and Brussels, we support some of the world’s most exciting and ambitious businesses; amazing clients making an impact. We empower our people to be their authentic selves and deliver together in supportive teams committed to excellence and innovation. The first top 50 law firm to achieve ‘Platinum Standard’ Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm.
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We have an outstanding benefits package to complement our competitive remuneration system. In addition to the competitive salaries, great working environment and high-quality work, we believe that all staff should be rewarded for their commitment to the continued success of the firm through a comprehensive and flexible range of benefits.
To discover more about our benefits, please visit: [Benefits Package](Benefits Package)
Shoosmiths is proud to be a Disability Confident Employer. Disability Confident is a government scheme designed to encourage employers to recruit and retain disabled people and those with long term conditions. The Disability Confident scheme replaced the Two Ticks Positive about Disabled People scheme. We had been accredited as a two tick employer for many years - Disability Confident broadens and develops that original commitment, and demonstrates we have adopted a proactive approach to employing disabled people and developing their abilities.
As part of our accreditation, we commit to interviewing any applicants with a disability who meet the essential criteria for each vacancy. In some circumstances we may only be able to interview those that best meet the essential criteria due to the volume of applications received.
Further information on the Disability Confident scheme is available at https://www.gov.uk/government/collections/disability-confident-campaign
We are committed to ensuring our recruitment process is inclusive and accessible to and usable by everyone. If you have a disability or long-term condition and would like to receive information in a different way, or need us to make any adjustments, changes or do anything differently during the recruitment process, please get in touch with the Talent Acquisition team on Experienced.Hire@shoosmiths.com. We can consider your needs and requirements, and how we can assist you to apply for our roles. For example we can provide a copy of our application via email so that you can complete it using your own accessibility software.
Equal opportunities
Our approach to our people is underpinned by our approach to diversity, inclusion and well-being. Our ambition is to build a diverse and ambitious workforce that reflects all backgrounds and talents, and a workplace that is supportive and inclusive, recognises and nurtures talent, and has a strong sense of community between colleagues.
This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.
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