Service Desk Engineer

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 we’ve built an enviable track record advising businesses, institutions and individuals in the 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-lasting partnerships and become our clients' solicitor of choice.

Birketts is recruiting 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 and client service but we also deliver a great experience when it comes to your career too!

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 SLA's 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 deploy relevant hardware (mobile devices, desktops, printers etc), process MAC’s tickets including room scoping and have responsibility for site hardware inventory and stock levels.

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.

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  and an 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+.

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 any other 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.