We are working with a leading law firm who are looking for a Senior IT Service Desk Specialist to join their IT team. This role is London-based, operating on a hybrid working policy of 4 days in office and 1 day WFH. This is a hands-on role combining advanced technical support with responsibility for maintaining high service standards, supporting colleagues and mentoring the wider Service Desk team.
Key Responsibilities:
- Provide advanced 1st/2nd line support, resolving complex technical issues and customer queries.
- Support the day-to-day running of the Service Desk, monitoring tickets, queues and SLA performance.
- Quality-check tickets and ensure timely resolutions and consistent customer communication.
- Mentor and support Service Desk colleagues, sharing technical knowledge and best practice.
- Identify recurring issues, ticket trends and opportunities to improve service delivery.
- Liaise with internal technical teams and third-party suppliers to resolve issues.
- Maintain knowledge base articles, documentation and Service Desk processes.
- Support the Service Desk Manager and deputise when required.
About You:
- Experience working on a busy IT Service Desk, ideally within a law firm or professional services environment.
- Strong technical knowledge of hardware, operating systems, networks and ITSM systems.
- Familiarity with typical legal applications, such as practice management and document management systems.
- Excellent communication, organisation and problem-solving skills.
- Confident supporting and mentoring colleagues while managing competing priorities.
- ITIL Foundation qualified or willing to work towards certification.
If you're an experienced Service Desk professional looking for a senior role combining technical support, team guidance and service improvement, we'd love to hear from you.
