Service Desk Technician

DGH Recruitment Limited; Greater London; Hybrid; GBP 47,000 - 57,000; Full time

Job summary

DGH Recruitment Limited is staffing a Service Desk Technician in London with a hybrid work arrangement. The role is permanent with a salary of £52,000 per year.

The successful candidate will deliver first-line IT support, troubleshoot issues, manage incidents, and assist with deployments and service improvements. Strong knowledge of Microsoft Entra ID, Active Directory, Exchange, and Office applications is essential.

Qualifications

• Minimum 3 years' service desk experience in 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 and legal applications.
• Good understanding of remote access technologies and video conferencing tools.
• Proficiency in Generative AI technologies within a legal environment.

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.

Skills

Microsoft Entra ID

Active Directory

Exchange

Microsoft Office

Mobile device support

Remote access technologies

ITIL

Customer service

Communication skills

Education

Degree or equivalent experience

Tools

ITIL v4

CompTIA A+

Microsoft certifications

Job description

Service Desk Technician - London (Hybrid) - Permanent - £52,000 per annum

A fantastic opportunity has arisen for an Service Desk Technician to join a leading global law firm on a permeant 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, escalation 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.

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.

Service Desk Technician - London (Hybrid) - Permanent - £52,000 per annum