Service Desk Engineer

Job Description

Birketts is an ambitious full service, top 100 UK law firm, operating in East Anglia, London and the surrounding areas. With a rich heritage spanning over 150 years, weve built an enviable track record advising businesses, institutions and individuals inthe UK and internationally.Throughout our history our ethos has remained simple: we provide clear legal advice and value and insight to our clients. We believe that through this approach and a combination of technical excellence and high quality service we can develop long-lastingpartnerships and become our clients solicitor of choice.We now have a great opportunity to join Birketts as a Service Desk Engineer to come and join the Cambridge team! As a business, our passion is to provide and deliver high quality legal advice but we also deliver a great experience when it comes to your careertoo!You will work within the Service Desk team to support the Customer Service Manager by providing a structured and organised support service, always maintaining expected levels of customer service to our inhouse employees.This is a varied role, where no day will be the same, you will work to agreed Service Desk processes using ITIL best practices, ensuring support levels are maintained as well as working within agreed SLAs for communication, escalation and response times.The role will require you to be consistently accurate at data inputting, where you will need to understand user constraints, working collaboratively to support ticket volumes and escalate any urgent queries accordingly to the relevant teams. You will deployrelevant hardware (mobile devices, desktops, printers etc), process MACs tickets including room scoping and have responsibility for site hardware inventory and stock levels.The successful candidate will require strong IT troubleshooting skills with excellent communication ability to assist employees who may not have a IT background. You will have the ability to work under pressure and to meet deadlines, be self-motivated andan effective team-player.Ideally you will have proven Service Desk experience, Microsoft Technologies e.g Office 2010, 2016, Legal Software beneficial e.g iManage, Bighand, ITIL Foundation and Comptia A+ N+ S+.The role is 37.5 hours per week (Monday - Friday) but does require the individual to undertake shift work from time to time on a rota basis in accordance with the Technology Support Team Additional Hours Policy.We are committed to recruiting individuals on merits of suitability for each role, on the basis of qualifications and experience. All applications are treated fairly and equally regardless of sexual orientation, race, disability, religious beliefs and anyother protected characteristic, ensuring that there are equal opportunities at all stages of the recruitment process.Benefits

• 25 days holiday (FTE) plus Bank Holidays
• Long Service holiday award - 1 extra week every 10 years continuous service
• Agile Working Policy
• Scottish Widows Pension Scheme (5% employer / 5% Employee)
• Staff Profit Share / Salary sacrifice (Pensions, Staff Profit Share)
• Paid CSR day
• Enhanced Maternity/Paternity Leave
• Season Ticket Loan
• Subsidised gym membership
• Eye Care Voucher
• Private Healthcare - BUPA
• Life Assurance - 4 x salary / Permanent Health Insurance
• Dress for your Day Policy
• Discounted legal services.