Service Desk Specialist

La Fosse Associates; London; On-site; GBP 38,000 - 45,000; Full time

Job summary

Join a forward-thinking international law firm as an IT Service Desk Specialist. You will take ownership of escalated issues, provide top-tier support to a diverse customer base, and ensure incidents are resolved within service level agreements. Ideal candidates will have considerable experience in service desks, particularly in legal practices, and a strong grasp of ITIL processes along with supporting Microsoft Office applications.

Qualifications

• Experience providing 2nd line support in a legal practice.
• Knowledge of ITIL processes.
• Experience supporting mobile devices.

Responsibilities

• Provide 2nd line support and escalate as needed.
• Ensure individual ticket queues are updated and maintained.
• Provide face-to-face support around the Firm.

Skills

ITIL processes

Microsoft Office applications

2nd line support

SCCM

Intune

Job description

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Joining an international law firm, with a collaborative, forward-thinking environment, your role as IT Service Desk Specialist will be to take ownership of escalated tickets from analysts, ensuring all incidents and requests are responded to within a set service level agreement.

Service Desk Specialist

Salary: up to £45,000

Location: Central London

Employment Type: Full-Time

Experience of working on a busy and demanding Service Desk supporting a large international customer base within a legal practice or professional business is highly desirable.

Key Responsibilities:

1. Provide 2nd line support, escalating problems to senior team members, Technical Operations, and third-party suppliers as necessary.
2. Ensure your individual ticket queue is updated and maintained, and proactively review open tickets for other team members to guarantee a timely response.
3. Provide face-to-face support around the Firm with a professional approach and demeanor to assist with meetings and presentations for customers and their clients.
4. Deployment and support of smartphones, as well as exchanging, moving, and rebuilding PCs and laptops.

Ideally, you’ll have:

• Experience providing 2nd line support on a busy and demanding Service Desk supporting a large international customer base within a legal practice.
• Knowledge of ITIL processes, with an ideally foundation qualification.
• Sound knowledge of supporting Microsoft Office applications, particularly Outlook and Word.
• Experience supporting and troubleshooting mobile devices with an understanding of SCCM and Intune.