SERVICE SUPPORT ENGINEER - 1ST & 2ND LINE

MEDIUM SIZED LAW FIRM URGENTLY NEED A SERVICE DESK ENGINEER WORKING BOTH 1ST AND 2ND LINE!!!!

This medium, well known and fast growing Law Firm based in London is looking for a high calibre and enthusiastic Service Support Engineer to support their ever growing network.

This role is based in the buzzing London office supporting both London and their other regional offices a clear communicator is key to this role. The team is steadily growing so they need this Service Support Engineer to hit the ground running.

This position full of variety and requires a wide range of skills and experience, ideally being from a 1st or 2nd line role within a similar sized Law Firm.

Duties include:

Promote and nurture a customer focused and performance driven culture within the IT Department.
Suggest areas for improvement and take ownership of initiatives based on colleague and user feedback.
Ensure the Service Desk phone is answered at all times within core support hours.
Escalate to Senior IT Manager any major or ongoing problems that might affect business operations.
Conduct fault resolution and user training either remotely or deskside where appropriate.
Log, update and close all calls received in the call logging system, whether received via telephone, email or in person.
Follow Change Management process to ensure no unplanned service disruptions are experienced and planned work is coordinated with business approval.
Perform 1st& 2nd line fault resolution.
Assist in 3rd line fault resolution where needed.
Carryout project work as required whilst adhering to deadlines and priority levels. If in doubt over competing priorities seek guidance from project management or line management immediately.


This IT Helpdesk position to working on a shift basis (rota) with the hours from 8am to 7pm and also happy to provide on call cover.

For the Full JD and or further information, please contact Sian Taylor at JM Legal.