Desktop Support Technician

As a Desktop Support Technician, youll play a key role in ensuring our team operates smoothly. From resolving day-to-day IT issues to supporting critical tools like AVD, Proclaim Case Management System, email, printing, and phones, your expertise will help drive our success. Youll handle support requests through our internal Helpdesk system, seeing them through to resolution or escalating to 3rd-line support when needed.

Youll also be involved in:

• Asset Management
• Hardware Procurement
• New Starter, Leaver, and Mover Setups
• Project Delivery Work

We follow the ITIL framework, so incidents, problems, and changes are structured and efficient. While based in Manchester, occasional travel to our other offices may be required., * Reporting to the Head Of Service Desk

• Complete daily maintenance tasks
• Daily triage of assigned incidents in a methodical manner in order to meet SLA
• Correct categorisation of all Incidents
• Provide high quality technical support to all staff on a timely basis, using the Helpdesk to receive, prioritise, log activity and complete tasks
• Assist with conferences and web meetings where required
• Maintain up to date Active Directory records for all staff including group memberships and individual attributes
• Prepare AVD, Desktop PCs and laptops and phones from box to production, in accordance with the roll out Procedures
• Carry out staff relocations where staff move between teams including moving PCs and phones and reconfiguring user group membership etc
• Carry out staff leaver process to ensure accounts are deactivated in a timely manner
• Carry out new staff starters process to ensure all new starters are able to use all aspects of their job without any interruptions
• Analyse trends in event logging and helpdesk tickets to find recurring problems and research solutions
• Utilise available tools to ensure the team are aware of all updates and procedure changes that occur
• Ensure work is managed within the agreed project management and service management frameworks.
• Feed into Problem and Change Management process
• Provide high quality technical support to all staff on a timely basis, using the Helpdesk to receive, prioritise, log activity and complete tasks

• Customer focused approach in everything you do
• Experience of working in a busy IT Contact Centre environment
• Proactive and positive manner
• Excellent written and verbal communication skills
• Excellent organisational skills
• Self-motivated and able to work effectively alone as well as part of a team
• Logical thinking and problem solving skills
• Experience with Microsoft products such as Office 365 and Teams
• AVD
• Experience in Active Directory
• Azure AD
• Microsoft Endpoint
• Affinity with technology and computer systems
• Experience with Windows, Laptops and Desktop PCs including installing Windows and Software
• Experience with Windows Servers and standard network services (DNS, file serving etc.)
• Experience with printing in a network environment
• Experience with 8x8 phone systems including auto attendant systems
• Experience with Proclaim
• Hardware experience.

Desirable Skills and Experience:

• Minimum ITIL V3 or V4 Foundation qualified
• Microsoft accreditation
• Experience of the ITSM lifecycle
• Degree in technical or related discipline
• Experience of working within a professional services organisation

Working Hours:

• 35 hours/week, Monday to Friday (rotating shifts between 8am6pm)
• Saturday on-call cover (remote, 10am4pm) as part of a team rota

Why Join Fletchers Solicitors? We offer an inclusive, professional environment where your skills will make a difference. If youre ready to combine your technical expertise with exceptional customer service, apply now and become a vital part of our Technology Service Desk team!

In return Fletchers can offer:

• 35 hours working week
• Bonus scheme (subject to targets being met)
• 35 days holiday a year including bank holidays and Christmas Closure, you also have an option to purchase up to 3 extra days holiday per year, until you reach the maximum long service awards which are awarded after your 5th, 7th, and 9th full year of employment
• Pension scheme with tax-efficient salary sacrifice option
• Life Assurance Policy
• Medicash policy to cover some dental, optical and other medical expenses
• Company sick pay
• Enhanced Maternity, Paternity and IVF schemes
• Flexible, agile working environment with a positive work-life balance
• Varied calendar of funded company social events (check out Fletchers Group on LinkedIn)
• Monthly voucher awards for winning nominees

Fletchers is a growing law firm specialising in personal injury and clinical negligence law, with excellent rankings with both the Legal 500 and Chambers & Partners. Following several acquisitions, we have transformed into the Fletchers Group, with ambitious plans for further expansion. Situated in the North-West of the UK, our offices are located in Manchester, Liverpool, Southport, Leeds, Bolton, and Cambridge. Many of our colleagues enjoy the flexibility of hybrid work arrangements. We offer a great work-life balance, attractive benefits, apprenticeship or training contract opportunities, and avenues for internal progression. Currently, approximately 10% of our colleagues participate in apprenticeships or training contracts, marking a milestone for us as we continue to improve our Learning & Development programs. Our culture is nurturing, designed to assist you in achieving your aspirations. Additionally, we have our Associate and Partner programs for senior lawyers and established the Fletchers Foundation to support those who have suffered injuries. Fletchers Group is an inclusive employer with a diverse workforce, which is why we welcome applications from all diversity groups and backgrounds. Were committed to providing a culture and environment where everyone can thrive. Fletchers understand and celebrating that no colleague is the same. Were proud of our work on the Disability Confident scheme, and we are signing up to other diversity standards to reflect our ethos.