Deskside Engineer / Desktop Support Engineer / IT support

Key requirements (Communication/skills/experience)

• 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 third‑line teams during out‑of‑hours work (incident, change, or service

request) when approved by management.

 Support activities such as network changes, meeting room setup, and power shutdown events

when required (Business and non-business hours)

 Report, raise and escalate issues that could become Major Incidents (e.g., network down, laptop

build failures) and assist with troubleshooting/testing.

 Track all loan devices and ensure timely return; escalate overdue items to BRM.

 Assist with software installations only if approved and properly licensed; do not install unlicensed

software.

 Do not support personal devices unless explicitly approved by management.

 Create and maintain documentation and knowledge base articles for troubleshooting, and new IT

procedures.

 Ensure accurate AMDB updates for all lifecycle events (allocation, return, repair, lost/stolen,

disposal, warranty replacement).

 Support during Major Incidents, including bridge calls, onsite support, testing, and updates to

incident managers.

 Provide after‑hours support for major incidents or critical alerts when approved by management.

 Assist with testing after change activities such as deployments, network changes, Intune policy

updates, OS updates, and hardware refresh cycles.

 Maintain accurate documentation for local IT processes, including starter/leaver workflows,

imaging SOPs, Blancco steps, and device management procedures.

 Support hardware audits by validating inventory, ensuring asset tags match AMDB, and reconciling

discrepancies.

 Handle escalations from the Service Desk requiring onsite support.

 Monitor meeting room equipment (Teams panels, displays, microphones, speakers, network

points) and raise issues to AV/Network teams.

 Coordinate with Facilities/Building Management when IT dependencies are involved (power,

cabling, floor moves, desk setup, IT process document).

 Assist with office moves, desk reshuffles, and relocations, ensuring equipment is safely moved,

patched, and tested.

 Provide VIP support for partners, senior stakeholders, and time‑sensitive priority requests.

Quality & Process

 Effective monitoring and accurate logging and resolution of relevant calls in the firm’s ticketing

system;

 Ensure that any acquired knowledge is entered into Service Now KB;

 Escalate calls intelligently and appropriately;

 Comply with Terms of Engagement when passing calls to other IT teams;

 Communicate clearly and frequently with colleagues and visitors regarding open issues;

 Set expectations for customers so they understand how and when their issues/requests will be

addressed;

 Perform agreed recurring administration tasks;

 Assist in the accurate administration of accounts and systems, as required;

 Provide innovative suggestions for technology or processes and pursue via the research pipeline.

Professionalism

 Adopt a customer centric approach and relate to colleagues and visitors in a friendly and

professional manner (responsive, considerate, empathic, setting expectations, positive attitude,

good follow up etc.);

 Personal attire and presentation are of paramount importance in this customer facing role. Must

be professional and smartly dressed at all times;

 Good attendance record and minimal lateness;

 Attend and contribute constructively in team meetings and Front Office meetings;

 Effective team working (cooperation, respect, sharing, good humour, open minded, supportive

etc.);

 Good communication skills (verbal and written, frequency, clarity, succinct etc.)

 Positive contact with external and internal clients (responsive, consideration of their needs, good

follow up etc.);

 Management of self/time/resources (accuracy, planning, meet deadlines, consistency, reliability

etc.);

 Follow departmental processes and maintain documentation and logs as required;

 Comply with all HR policies, as documented on the intranet;

 Participate in the IT community and contribute to our IT strategy and its goals.