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Responsible for assisting in the smooth running and manning of the Howard Kennedy IT Service Desk. Delivery of 1st and 2nd line support to approximately 400 users remotely and at desk side and ensuring appropriate resolution of support queries.


Answer and log service desk calls that are received via phone and email in a timely manner
Proactively monitor the Service Desk inbox
Resolve IT Support issues, aiming to resolve as many calls as possible as first point of contact
Research resolution to issues, escalating within team as applicable
Inform users of progress with issues
Maintenance of user accounts on various systems, including AD and Exchange
Maintenance of the Firm’s hardware, i.e., mobile devices, laptops, PC’s, monitors, etc.
Process management such as new joiners, leavers, BB distribution, laptop loans, etc.
Conference/Meeting Room Set up
Software problem resolution – legal and bespoke
Documentation – knowledge base input
Building and installing PCs and Laptops
Assistance with project work and implementation
Weekly service desk team meeting contribution
Morning and evening service desk checks

Experience of working in a legal professional services environment
Experience with service management software
Understanding of the concepts of Windows Active Directory domains
Knowledge of mobile technology
Good working knowledge of Filesite document management system
Understanding of the basic concepts of IP networking and ethernet cabling
Experience of working with applications used by legal firms (time capture, document comparison, legal information systems) would be beneficial
Advanced knowledge of PC hardware set-up and configuration (including printers and wireless devices)
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and XP
Demonstrable experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation etc.)
Experience of providing support via remote control applications
Workstation Image/Build creation
An ITIL qualification (ITIL Service Delivery / ITIL Foundation) would be particularly beneficial
Excellent communication skills and professional manner

Solid base of technical knowledge, with a skill level capable of supporting Incidents at the first level or beyond.
Positive ‘can do’ attitude and work ethic.
Self-motivated, but knows when to seek guidance.
Must be capable of working in a team and being a good team player who has the capability to add value
Flexible – ability to change priorities quickly, and the capacity to handle multiple tasks in a fast-paced, changing environment
Self-starter and problem solver – able to work independently but also a strong dependable team player
Prepared to ‘go the extra mile’ in delivering service on time and to the highest standards
Articulate in both verbal and written communication
Flexibility to take on other tasks and responsibilities as the needs arise

The Service Desk function starts from 08.00am through to 18.30pm. Shifts are allocated on a Rota basis: 08.00 – 16.30, 09.00 – 17.30 or 10.00 – 18.30.


Competitive salary
25 days annual holiday
Permanent Health Insurance
Life Assurance
Interest free Season Ticket Loan
Private Healthcare
Pension Scheme
Staff Introductory Scheme
Employee Assistance Programme

Please click here to apply: