Senior IT Service Desk Technician

Our IT team are looking for a Senior Service Desk Technician to join them to manage the resolution of computer software and hardware problems and assist in the maintenance of the systems and processes through providing telephone, email and remote support to Global users of the IT systems at Osborne Clarke and providing client site support when required.

We offer full ITIL certification training, along with a number of other opportunities to learn and develop in your career.

Your working pattern will be 35 hours per week, on a rota basis with the team covering Monday - Friday 7.00am - 7.00pm based in our Bristol Office offering hybrid working.

Key responsibilities

• Act as an escalation point for complex issues, providing telephone, email, and remote access support to users of IT systems across multiple international sites within established and strict SLA's & KPI's.
• Mentor and guide team members, sharing knowledge and expertise to enhance the overall skill set of the team.
• Participate in the resourcing of the Guru Bar - IT's user-facing facility to offer assistance for anything IT-related.
• Ensure timely and quality Incident closure, aiming for first-time fixes where possible and escalating to the next level when required.
• Maintain client satisfaction with timely communications and updates.
• Collect and enter full and correct information into incident records.
• Ensure that IT solutions are relevant to business needs and developed to meet end-user requirements.
• Help disseminate skills and knowledge throughout the Technology Services team and actively collaborate with other IT team members to distribute workload effectively.
• Create and maintain knowledge documentation for implemented resolutions.
• Adopt the principles of acting as a professional service provider to ensure a consistent standard of support to customers, measured through feedback.
• Contribute to the continuous review and improvement of IT Services team processes.
• Stay current with advances in technology, new software, and hardware to serve as an advisor to clients and other employees.
• Monitor Incidents to identify frequently arising issues and assist in delivering user coaching to resolve these.
• Manage own workload and incident queue while monitoring the main service desk queue for new incidents and requests, ensuring all calls are kept up to date.
• Understand the responsibilities associated with working in a regulated environment and adhering to SRA obligations.
• Understand information security and data protection initiatives and regulations.
• Demonstrate a full understanding of information security and data security policies, best practices, and implications.

We are looking for

We are looking for someone with previous experience in a support role. You will have a strong customer service ethic and demonstrable customer service skills, committed to delivering an exceptional standard of service.

Core skills:

• Strong team player committed to assisting colleagues wherever necessary to maximise the effectiveness of the entire IT department.
• Able to work autonomously and schedule own resources appropriately.
• Understanding of the implications of failing to provide outstanding service.
• Demonstrate good problem-solving techniques using a sound logical approach and the ability to research using all means available.
• Focused on and able to work to or exceed agreed Service Levels.
• Willing and able to be flexible in working practices.
• Good timekeeping and flexibility of hours should the job require it.
• Creative thinker skilled at solving problems for users.
• Willing to travel to other sites should it be required.

Technical requirements:

• Technical support experience gained in a Microsoft environment with a high level of problem-solving, including Windows 10, MS Azure, Active Directory, Microsoft Office suite/365, and Microsoft Exchange16/Exchange Online.
• Experience with Microsoft Teams (messaging & VOIP), Document Management Systems (such as iManage), digital dictation and integrated products such as BigHand, InterAction, InTune, PDFDocs, and Mimecast.
• Mobile device support including troubleshooting and administration of BYOD solutions and iPhones.
• Experience with Remote Access/flexible working support.
• Knowledge of printer/scanning technologies and support.
• Experience using workflows and helpdesk business service tools, including incident/case management systems.

Salary and benefits

We offer competitive salaries and generous benefits. We value the health and wellbeing of our people and our wide range of initiatives and benefits support this.

Our recruitment process

We welcome direct applications for our opportunities - if you would like any further information about this role or the firm, we would be delighted to hear from you. Please contact, in complete confidence, Dan Jones (Recruitment Manager) at dan.jones@osborneclarke.com.

Please note that although we include closing dates for our roles as a guide, we review and progress applications on a rolling basis. At Osborne Clarke we do not make any recruitment decisions using automated decision-making.

We are committed to providing an environment where you can perform to the best of your abilities at every stage of your recruitment experience and beyond. If you require any adjustments to be made during the application stage, interview process, or when working with us, please let us know in confidence.

About Us

Osborne Clarke is an international legal practice with over 330 Partners and more than 1,260 talented lawyers in 26 locations*. Our sector-based approach enables us to help our clients tackle the issues they are facing today, and prepare for the ones that they will face tomorrow. Advising them both comprehensively and commercially. We love working closely with our clients on new deals, products and solutions which will transform their businesses, markets and even sectors. And our unique approachable culture is not an added extra, it's fundamental to our success.

At Osborne Clarke we value difference and encourage applicants from all backgrounds. We want everyone to feel that OC is a place where you can be yourself and belong, and our range of interest groups and diversity networks - not to mention our great teams - are a part of making that a reality.

*Services in India are provided by a relationship firm]]>