Our client is a top tier law firm employing over 2500 lawyers across over fifty global locations. The firm is going through an exciting period of expansion and is now seeking a Service Desk Lead to join its highly professional ICT team based in the City of London.
This is a client-facing role and will involve a mix of both team leadership as well as hands on technical support taking responsibility for issues escalated from the team.
The ideal candidate will have the following skills
Proven experience in an IS/IT technical client–facing role, ideally in a professional services
Experience of using call logging software required.
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
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and XP.
Good knowledge of document management systems.
MCP or MCSEMCDST certification would be desirable.
A strong ability to document IT processes and procedures required.
A sound knowledge of ITIL best practice and ISO standards would be desirable.
Proven experience of managing staff and implementing service improvement.

Along with your technical skills, you will need the following personal skills / attributes
Excellent written and verbal communication skills.
Able to interact positively at all levels within the firm and a good team player.
Able to demonstrate excellent client/customer facing skills, with a good understanding of
general business needs.
Able to communicate in non-technical terms with the users to both understand their problem
and to relay how the problem will be resolved.
Excellent problem diagnosis and analytical skills; with an ability to resolve issues effectively.
Able to exercise tact and diplomacy in an organisational setting.
Able to make decisions and remain calm while under pressure – particularly when dealing
with difficult situations.
Methodical approach to work, with a strong focus on accuracy and quality.
Understands the need for documentation and well-defined procedures.
Able to work under pressure to tight deadlines or targets and can adapt to differing demands;
prioritising tasks, where appropriate.
Can demonstrate confidence and resilience to overcome obstacles to deliver what is
Is able to work well with minimal supervision, demonstrating initiative and the ability to be
proactive, while also being able to follow instructions and provide support to the Service
Delivery Manager.
Can carry out all responsibilities in a way which supports the practice’s values and promotes

This is an exciting opportunity to join a global leading law firm and will offer a competitive salary and flexible benefits. For full details or to submit a CV email nlawrence@cogencesearch.com