2nd Line Desktop Support

Posted 1 week ago by Slater & Gordon (UK) LLP
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Job purpose

To provide 2nd line support on the Service Desk. Dealing with technical/non-technical issues with outstanding customer service, satisfaction, and efficiency.

Slater and Gordon offer a competitive salary with market leading benefits, a positive and inviting work environment, exposure to industry specialists and the fantastic opportunity to develop a rewarding and successful career with an award winning law firm.

Duties and responsibilities


  • Handle incidents escalated to the 2nd Line team.
  • Analysis of issues for detailed call logging
  • Complex problem solving skills with a view to providing workarounds and permanent solutions
  • Liaise with 3rd line and 3rd party support
  • Develop and demonstrate an understanding of customer and business needs.
  • Practice total contact and incident ownership.
  • Participate and assist in driving the knowledge management process. (Creation and maintenance of KB articles)
  • Management reporting
  • Spot potential trends for problems.
  • Participate in IT related projects.
  • Maintain current knowledge of industry trends and potential impact on the support business.

Qualifications and essential skills

  • High level knowledge of: Microsoft Office, Active Directory and Exchange
  • Experience of case management systems
  • Good understanding of business processes in the legal sector
  • Detailed knowledge of Service Desk management software.
  • Well presented with excellent communication and interpersonal skills.
  • Able to take ownership of an issue and follow through to conclusion.
  • Knowledge of ITIL principles is desirable (foundation qualification ideal) with a knowledge of processes and procedures

Required skills

  • Customer Service
  • Microsoft Office
  • Problem Solving
  • Service Desk
  • 2nd Line

Reference: 39350027

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