This is an 8-month contract and the salary will work out between £22k - £26k pro rata.


· A minimum of 4 years’ experience of IT support in a corporate environment.

· Troubleshooting in a corporate computing environment;

· Investigation and diagnostic skills;

· Microsoft Windows 10;

· Microsoft Office 365 suite of Applications & Teams;

· iPhone / iPad Technology and mobile apps;

· General user administration tasks;

· Data/voice cabling and patching.

· Citrix XenApp/XenDesktop working experience;


· Experience working with Legal tools in the legal sector

· iManage Document Management System

· Service Now ticket logging

· Microsoft Certified Desktop Support Technician (MCDST) or above;

· Working knowledge of ITIL/Service management best practice;

· Accredited ITIL certification (Foundation level);

· Experience in leading small projects.



· Good, confident communicator in English;

· Positive attitude, well-motivated, keen to learn. Willing to work on a full range of support activities;

· Able to work independently, take responsibility and the initiative as necessary to resolve support issues;

· Commitment and energy – there will be times when work needs to be completed outside of normal office hours;

· Good interpersonal skills – ability and drive to work well as part of a team.

Role summary/purpose of job

· General IT service and user support to all levels of colleagues both face to face and via email/telephone;

· Logging support requests and incidents;

· The monitoring and completion of issues and requests received by the IT Service Desk. This may involve escalation to local and international support teams;

· Troubleshoot problems, use diagnostic tools as needed and escalate the problem to a more skilled technician as needed;

· Liaising with regional offices and third party suppliers to resolve user support issues.

Key responsibilities and deliverables

IT Responsibilities:

· Responsible for all IT support queues

· Meeting agreed Service Target Levels according to Terms of Engagement

· Development of Knowledge Bank

· Effective liaison with colleagues and all IT teams to provide a seamless, customer focused support service

· Responsive and timely assistance for all colleagues seeking assistance

· Embedding ITIL Service Management in the region

· Liaising with colleagues on complex IT tasks and delivering appropriate and innovative solutions

· Provision of training to colleagues, as required

· Generating and researching innovative technology and process ideas

Quality & Process

· Effective monitoring and accurate logging and resolution of relevant calls in the firm’s ticketing system;

· Ensure that any acquired knowledge is entered into Service Now KB;

· Escalate calls intelligently and appropriately;

· Comply with Terms of Engagement when passing calls to other IT teams;

· Communicate clearly and frequently with colleagues and visitors regarding open issues;

· Set expectations for customers so they understand how and when their issues/requests will be addressed;

· Perform agreed recurring administration tasks;

· Assist in the accurate administration of accounts and systems, as required;

· Provide innovative suggestions for technology or processes and pursue via the research pipeline.


· Adopt a customer centric approach and relate to colleagues and visitors in a friendly and professional manner (responsive, considerate, empathic, setting expectations, positive attitude, good follow up etc.);

· Personal attire and presentation are of paramount importance in this customer facing role. Must be professional and smartly dressed at all times;

· Good attendance record and minimal lateness;

· Attend and contribute constructively in team meetings and Front Office meetings;

· Effective team working (cooperation, respect, sharing, good humour, open minded, supportive etc.);

· Good communication skills (verbal and written, frequency, clarity, succinct etc.)

· Positive contact with external and internal clients (responsive, consideration of their needs, good follow up etc.);

· Management of self/time/resources (accuracy, planning, meet deadlines, consistency, reliability etc.);

· Follow departmental processes and maintain documentation and logs as required;

· Comply with all HR policies, as documented on the intranet;

· Participate in the IT community and contribute to our IT strategy and its goals.