Job Description

Desktop Support Technician

Location: Southport

Salary: DOE

Join Our Team as a Desktop Support Technician!

Are you a tech-savvy problem solver with a passion for delivering top-tier IT support? Fletchers Solicitors is seeking a Technology Service Desk Desktop Support Technician to join our dynamic Southport office.

About the Role:

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 Southport, occasional travel to our other offices may be required.

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 awardsfor winning nominees

Main Responsibilities

:


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

Essential Skills and Experience:

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

We reserve the right to close this role before the date specified depending on the calibre and volume of candidates.

About Fletchers Solicitors:

Fletchers is a fast-growing, dynamic law firm specialising in personal injury and clinical negligence law, with outstanding rankings in both The Legal 500 and Chambers & Partners. Following several strategic acquisitions, weve evolved into the Fletchers Group, with ambitious plans for continued growth and innovation.


We aspire to be the best place to work in the legal sector.


Our workplace culture is inclusive, informal, and supportive, with a strong focus on colleague wellbeing and happiness. We are proud to offer some of the best hybrid and flexible working arrangements in the industry because we understand that balance drives performance.


At Fletchers, we also value connection and collaboration. We create exciting opportunities for teams to come together and thrive. Whether youre starting your career or aiming for leadership, youll find a clear path to progress and development here from apprenticeships and professional qualifications to senior roles and Partnership.


We seek out a broad range of challenging, high-quality legal work, enabling our people to build meaningful and progressive careers. And we dont just talk about development we invest in it, with a significant proportion of our colleagues working towards relevant qualifications at any given time.


We reward those who help build our success and live our values. Our benefits package is designed to grow with you, offering real opportunities to share in our long-term strength. Our base pay and bonus structure is built to recognise and reward high performance.


Join us and be part of a law firm thats not only growing, but redefining what it means to work in legal services.


Fletchers Group is an inclusive employer with a diverse workforce: we welcome applications from any and all backgrounds. Were committed to providing a culture and environment where everyone can thrive, understanding 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.