Key requirements (Communication/skills/experience)
Essential
• A minimum of 4 years’ experience of IT support in a corporate environment.
• Troubleshooting in a corporate computing environment;
• Investigation and diagnostic skills;
• Microsoft Windows 11;
• Microsoft Office 365 suite of Applications & Teams;
• iPhone / iPad Technology and mobile apps;
• General user administration tasks;
• Data/voice cabling and patching.
• AVD working experience;
• Proficiency in both English and German is mandatory.
Desirable
• Experience working with Legal tools in the legal sector
• iManage Document Management System
• Service Now ticket logging
• Microsoft Certified Desktop Support Technician (MCDST) or above;
• Working knowledge of ITIL/Service management best practice;
• Accredited ITIL certification (Foundation level);
• Experience in leading small projects.
Competencies
(Non-Technical)
• Good, confident communication skills in both English and German are mandatory.
• Positive attitude, well-motivated, keen to learn. Willing to work on a full range of support activities;
• Able to work independently, take responsibility and the initiative as necessary to resolve support issues;
• Commitment and energy – there will be times when work needs to be completed outside of normal office hours;
• Good interpersonal skills – ability and drive to work well as part of a team.
Working Arrangements
• This is a full-time office-based position and requires attendance at the office five days per week.
• Candidates should be flexible and willing to support planned change activities during weekends and after business hours.
Role summary/purpose of job
• General IT service and user support to all levels of colleagues both face to face and via email/telephone;
• Logging support requests and incidents;
• The monitoring and completion of issues and requests received by the IT Service Desk. This may involve escalation to local and international support teams;
• Troubleshoot problems, use diagnostic tools as needed and escalate the problem to a more skilled technician as needed;
• Liaising with regional offices and third-party suppliers to resolve user support issues.
Key responsibilities and deliverables
IT Responsibilities:
• Prioritize the BAU tasks and tickets.
• Ensure all tickets (incidents, service requests) are logged via the proper channel and updated with accurate notes and status.
• Follow up with users regularly and ensure contact is made at the agreed time.
• Ensure laptops are imaged beforehand for BAU, new starters, and break‑fix.
• Manage laptop stock and raise orders via the service portal when running low.
• Manage iPhone stock and contact BRM when additional phones, screen protectors, or cases are required.
• Manage peripheral stock (monitors, mice, headsets) and seek BRM approval to order more when needed.
• Ensure permanent new hire laptops are ordered on time, imaged, personalised, and tested before the start date.
• Ensure the full new starter kit (laptop, iPhone, peripherals) is ready before the joining date.
• For contingent new starters, allocate a laptop from stock or raise a new starter form to order more if stock is low.
• Collect old/leaver laptops and update the AMDB in line with current HAM processes.
• Wipe old devices using the Blancco process when applicable.
• Reimage laptops still under warranty and prepare them for stock.
• For returned iPhones, wipe via Intune if required and unassign the SIM in the SIM provider portal
• Store returned and wiped phones in stock for future allocation.
• For laptop refresh requests, ensure the correct device (as confirmed by vendor shipping details) is built and assigned.
• Follow the build guide and HAM process when building and issuing laptops.
• Conduct routine floor walks to identify and resolve visible IT issues.
• Respond promptly to reception queries regarding meeting room issues.
• For WFH equipment requests, refer users to the Home Equipment Policy.
• Provide assistance to…