Service Desk Engineer London 2023

BDB Pitmans was established in 2018 following a merger between legacy firms Bircham Dyson Bell (BDB) and Pitmans Law, bringing together over 300 years of legal expertise across 4 locations – Cambridge, London, Reading and Southampton.

Working at BDB Pitmans brings all the benefits of a top 60 firm including interesting work, varied clients and support for professional development. While our clients are at the heart of everything we do, we recognise that life outside of work is important too and our approach to flexible working and target hours for fee earners reflect this. What really sets us apart is our friendly, open and inclusive culture. People join and stay at BDB Pitmans as they get the benefits of challenging work in a supportive and professional atmosphere.

The Team

The IT team provide support for all IT applications, IT training, network support and development.

Role Description

The role of the Service Support Engineer (Support Desk) is to provide 1st/2nd line support as well as ad hoc user training for the firm, as part of the Service Support Team.

Please note this role is based in the office five days a week.

The main responsibilities include, but are not limited to:

• Promote and nurture a customer focused and performance driven culture within the IT Department.
• Maintain at all times a professional, positive, friendly and customer service based approach in interactions with customers and internal colleagues.
• Suggest areas for improvement and take ownership of initiatives based on colleague and user feedback.
• Maintain at all times a professional, friendly and customer service based approach in interactions with customers and internal colleagues.
• Keep and maintain a safe and tidy working environment.
• Ensure the Service Desk phone is answered at all times within core support hours.
• Escalate to the IT Operations Manager any major or ongoing problems that might affect business operations.
• Conduct fault resolution and user training either remotely or deskside where appropriate.
• Log, update and close all calls received in the call logging system, whether received via telephone, email or in person.
• Follow Change Management process to ensure no unplanned service disruptions are experienced and planned work is coordinated with business approval.
• § Make suggestions for system and process improvements.
• § Maintain a daily awareness of the status of open faults awaiting resolution, and to provide feedback on such faults to the call originator, at periods suggested by them.
• Manage all incidents, requests and problems to a high level of customer service ensuring the needs of the business are given the highest priority in-line with IT policy and procedure.
• Perform 1st & 2nd line fault resolution.
• Assist in 3rd line fault resolution where needed.
• Carryout project work as required whilst adhering to deadlines and priority levels. If in doubt over competing priorities seek guidance from project management or line management immediately.
• Manage Service Support Team work queue as per call handling guidelines.
• Carryout meeting room setups.
• Escalate 3rd line support calls via the service desk fault tracking system, where a 1st/2nd line fix is not possible.
• Ensure all desktop related IT assets as specified by the Configuration Management Policy are entered into the CMDB and track as per the policy.

Additional requirements of this may require occasional travel to regional offices.

Who We Are Looking for

Skills, experience, and knowledge required:

• Previous experience working in a customer care environment and handling email and telephone queries.
• Service Desk/Support Analyst experience within a Service Desk/Support Team is desirable.

A good working knowledge of:

• Windows 10
• Office 2013
• Exchange 2010
• Active Directory
• Bes
• Network technology
• Cisco IP Phone
• HP / Dell hardware
• Experience of working in a legal / professional services or financial services environment supporting all levels of users is desirable
• Experience of desktop based projects.