Desktop Support Technician

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 Manchester office. About the Role: As a Desktop Support Technician, you’ll 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. You’ll handle support requests through our internal Helpdesk system, seeing them through to resolution or escalating to 3rd-line support when needed. You’ll 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. Working Hours: 35 hours/week, Monday to Friday (rotating shifts between 8am–6pm) Saturday on-call cover (remote, 10am–4pm) as part of a team rota Why Join Fletchers Solicitors? We offer an inclusive, professional environment where your skills will make a difference. If you’re 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, with an option to purchase up to 3 extra days’ holiday per year 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 Monthly voucher awards for winning nominees Main Responsibilities: Reporting to the Head Of Service Desk Complete daily maintenance tasks Daily triage of assigned incidents in a methodical manner to meet SLA Correct categorisation of all Incidents Provide high-quality technical support to all staff on a timely basis using the Helpdesk Assist with conferences and web meetings where required Maintain up-to-date Active Directory records for all staff Prepare AVD, Desktop PCs and laptops and phones for production Carry out staff relocations and reconfigurations Manage staff leaver and starter processes Analyse trends in event logging and helpdesk tickets Utilise available tools for team updates and procedure changes Ensure work is managed within project management and service management frameworks Feed into Problem and Change Management processes Essential Skills and Experience: Customer-focused approach Experience 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 and as part of a team Logical thinking and problem-solving skills Experience with Microsoft products such as Office 365 and Teams Experience in Active Directory Affinity with technology and computer systems Experience with Windows, Laptops and Desktop PCs Experience with Windows Servers and standard network services Experience with printing in a network environment Experience with 8x8 phone systems Experience with Proclaim Desirable Skills and Experience: Microsoft accreditation Experience of the ITSM lifecycle Degree in technical or related discipline Experience in 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 growing law firm specialising in personal injury and clinical negligence law, with excellent rankings with both the Legal 500 and Chambers & Partners. We have transformed into the Fletchers Group, with ambitious plans for further expansion. Our offices are located in Manchester, Liverpool, Southport, Leeds, Bolton, and Cambridge. We offer a great work-life balance, attractive benefits, apprenticeship or training contract opportunities, and avenues for internal progression. 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, welcoming applications from all diversity groups and backgrounds. We’re committed to providing a culture and environment where everyone can thrive.

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