We are looking for an experienced IT Service Desk Engineer based in Hull, with regular travel to other office locations. Having access to personal transport is beneficial but not essential.
The successful candidate will act as the first point of contact for IT support whilst ensuring the effective operation of desktops, networks, and infrastructure, involving troubleshooting, diagnosing, and resolving problems either directly or coordinating with IT support teams, including managing supplier interactions.
You will be required to maintain ownership of incidents, acting as the key liaison between users and the IT department and providing timely updates with the appropriate priority and attention.
Key Responsibilities
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Provide IT support via phone, email, and face-to-face.
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Take ownership of technical issues and ensuring a logical resolution.
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Log, categorise and prioritise incidents and faults in line with procedures and Service Level Agreements (SLAs).
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Conduct diagnostics with end users to enable first-contact fault resolution.
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Deliver desktop and server-based support when immediate resolution is not possible.
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Perform administrative support tasks to meet operational objectives, including:
- Setting up accounts and workstations for new team members
- Managing IT assets and equipment assignments
- Overseeing IT equipment moves
- Reviewing reports and event logs
- Documenting procedures
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Diagnose and resolve issues to user satisfaction, either remotely or in person.
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Continuously develop technical knowledge and skills to support first-time fault resolution.
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Identify and escalate recurring issues or service risks to the appropriate service management teams.
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Share knowledge and best practices with team members to enhance overall support efficiency.
About you
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2+ years of experience in a service desk or IT support role with a broad technical knowledge across various technologies and products.
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Strong troubleshooting, problem-solving and customer service skills.
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Manage multiple tasks efficiently while maintaining a high level of customer service.
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Excellent communication skills, with the ability to explain technical issues clearly.
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Experience working within service level agreements (SLAs) and escalation procedures.
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Adapt to evolving technologies and contribute to process improvements.
Technical Skills & Experience
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Operating Systems: Proficiency in navigating, updating, and troubleshooting Microsoft Windows.
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Network Fundamentals: Understanding basic connectivity (Wi-Fi, Ethernet, DNS, and IP addresses) and Virtual Private Networks (VPNs).
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Hardware Troubleshooting: Diagnosing issues with laptops, desktops, monitors, and printers.
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Microsoft Office 365: Word, Excel, Outlook, PowerPoint
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Account Administration: Managing user access and permissions. This frequently involves navigating Active Directory (AD) or cloud-based identity providers.
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Ticketing Systems: Logging, categorising, and prioritising support requests. Maintaining IT asset register.
This is a great opportunity for a proactive and solutions-driven IT professional to make an impact within a supportive and forward-thinking team.
With a full-service offering and a client base ranging from loyal, local communities to national and overseas businesses, Wilkin Chapman continues to grow, while our emphasis remains firmly on quality and innovation.
We know that happy, motivated employees are good for business, and a strong, forward-looking culture benefits everyone. Providing the tools and support to enable our people provides the foundation for success.
Our roots go back more than 120 years and we are now the largest law firm in Lincolnshire and East Yorkshire, with four regional offices and listed in the Lawyer UK 200. With well-established, niche expertise in specialist sectors, many of our solicitors and departments are ranked highly in the Legal 500 and Chambers UK.
We help and guide you on your career path, providing a great package of benefits and a superb sociable working environment. We’re a community of like-minded people ready to welcome your contribution.
