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Service Desk Team Lead - Professional Services - £50k - £60k - London The Service Desk Supervisor oversees the daily operations of the London IT Service Desk, ensuring top-tier technical support and exemplary customer service for all staff, and clients.
In addition to general local and global service desk duties, this role at times will involve hands-on user support across multiple channels - phone, email, instant messaging/chat, and in-person.
The Service Desk Supervisor coordinates closely with colleagues across the firm's global IT structure to provide seamless 24/7 support in a follow-the-sun mode.
Leadership & Interpersonal Skills:
Minimum of 5 years' experience in an IT support or service desk environment, with at least a portion of that in a law firm or similar professional services firm.Previous experience in a supervisory or team lead role, preferably overseeing a service/help desk team.
This includes direct responsibility for staff mentoring or coaching, task assignment, and performance monitoring.
Candidates who have led a small IT support team or acted as a senior analyst providing guidance to others will be well-suited.Hands-on experience coordinating or providing IT/AV support for meetings, conferences, or events is a plus - especially in settings requiring professionalism such as board meetings, legal proceedings, or client events.
Strong team player with the ability to foster collaboration and positive working relationships
Essential Technical Skills:
Extensive experience using IT Service Management (ITSM) or ticketing software to log, track, and manage incidents and requests in line with ITIL best practices.
Familiarity with ITIL frameworks for service delivery and support, including incident management, request fulfillment, problem management, and knowledge management.
Proven ability to multitask, manage competing priorities effectively, and remain calm and composed under pressure, particularly in fast-paced, high-demand environments.
Strong knowledge and troubleshooting skills for Microsoft Windows 10 and 11 desktop operating systems, including imaging, configuration, and user environment issues in an enterprise network.
Strong knowledge and troubleshooting of Microsoft Office suite (Outlook, Word, Excel, PowerPoint)Experience supporting Microsoft Exchange/Outlook email environments and calendaring.
Familiarity with collaboration and communication tools such as Zoom Workspace and Microsoft Teams Hands-on knowledge of document management systems commonly used in law firms, especially iManage Work (Desksite/WorkSite) or similar platforms.
Proficiency in supporting and troubleshooting PC/laptop hardware (preferably Lenovo ThinkPad series, Microsoft Surface or similar business-class hardware).
Able to diagnose and resolve issues with CPUs, memory, drives, and peripherals.
Experience supporting printers, multi-function devices and scanners (particularly HP and RICOH models), including network printing issues, PaperCut, driver deployment, and maintenance tasks.Experience supporting mobile devices, including iPhone and Android platforms Solid experience with audio-visual and video conferencing technologies in meeting rooms.
Strong knowledge of Active Directory and Entra IDStrong understanding of network fundamentals and advanced client-side troubleshooting.
Familiarity with network services like DNS, DHCP.
If you are interested please contact me ASAP for more information on soniab@justit.co.uk
....Read more...
Type: Permanent Location: London, England
Start: 12/12/2025
Salary / Rate: £50000.00 - £60000.00 per annum
Posted: 2025-12-12 17:09:26
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We currently have an urgent vacancy for a Service Desk Support Analyst / IT Engineer on behalf of our client, a National Charity, based in the St Mellons area of Cardiff.
Working within an existing team you will be responsible for providing 1st and some 2nd line support to circa 1200 staff nationally within an ITIL based environment.
Due to the nature of the organisation's public services, you will be expected to go through and obtain SC security clearance and NPPV2 Police Vetting before starting the role.
Therefore, you must have been a working resident in the UK for the last 4 years.
Alternatively, already hold current SC security clearance.
This is a permanent role offering hybrid working options (at least 3 days in office), a salary of £26,150 and benefits.
We are looking for an individual who can offer prior Service Desk (Helpdesk Support) experience in a Microsoft Windows environment providing 1st with some 2nd line technical support including application support of bespoke applications (CRM).
We need someone who can offer:
* Experience of working in 1st / 2nd line Service Desk support role
* Windows Active Directory and Microsoft EntraID (Azure), managing computer and user accounts, groups and containers
* Hardware setup, installation, troubleshooting and diagnostic assistance (Computer, Telephone, Laptop, Printer, Scanner)
* Network support, Installation, configuration (LAN, WAN, VPN, etc.) incl.
switches, routers and firewalls
* Microsoft Windows 10/11 & MS Office 2016 & O365 installation, configuration and troubleshooting
* Desktop and browser security components: including site security certificates, firewalls and anti-virus
* Supporting Voice Over IP telephony solutions, specifically Zoom Workplace
* Experience with IT Service Management tools i.e.
ticket logging software, Microsoft System Centre and prior experience working in an ITIL aligned enterprise environment
* Ability to multitask across multiple incidents, be organised and have a keen eye for detail
* Naturally, as the role involves supporting users nationally you will have excellent communications skills, both verbally and written.
The service desk operates between the hours 9.00 to 17.00 Monday to Friday but may require occasional rare travel to support local offices and stakeholders throughout the country.
This is a high-volume environment, and you will be dealing with circa 35-40 tickets a day.
The right candidate must have the ability to take ownership of issues and see them through to resolution while providing excellent service.
In return our client offers competitive rewards and benefits including pension and life assurance, 25 days annual leave (pro-rata), voluntary benefits such as season ticket loans, cycle to work scheme, and the opportunity to play a key role in a national charity providing world-class services.
Important Information: We endeavour to process your personal data in a fair and transparent manner.
In applying for this role, Additional Resources will be acting in your best interest and may contact you in relation to the role, either by email, phone or text message.
For more information see our Privacy Policy on our website.
It is important you are aware of your individual rights and the provisions the company has put in place to protect your data.
If you would like further information on the policy or GDPR please contact us.
Additional Resources Ltd is an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003.
Keywords: Service Desk, 2nd Line, 1st Line, Support, Helpdesk, ITIL v3 / v4, Windows Server, AD, Active Directory, Exchange 2016, Windows 11 & 10, Office 2016, O365, Firewall, Antivirus, Anti-Virus, Antispyware, Spyware, Broadband, ADSL, VPN, Microsoft Dynamics CRM, Track-IT, Skype for Business, VOIP, Networking, Azure, IT technician, IT support engineer, IT engineer, 1st line support engineer, 2nd line support engineer, 1st line engineer, 2nd line engineer, Helpdesk Engineer,
....Read more...
Type: Permanent Location: Cardiff, Wales
Start:
Duration:
Salary / Rate: £26160 - £26160 Per Annum
Posted: 2025-12-02 11:00:13
-
We currently have an urgent vacancy for a Service Desk Support Analyst / IT Support Engineer on behalf of our client, a National Charity, based in the St Mellons area of Cardiff.
Working within an existing team you will be responsible for providing 1st and some 2nd line support to circa 1200 staff nationally within an ITIL based environment.
Due to the nature of the organisation's public services, you will be expected to go through and obtain SC security clearance and NPPV2 Police Vetting before starting the role.
Therefore, you must have been a working resident in the UK for the last 4 years.
Alternatively, already hold current SC security clearance.
This is a permanent role offering hybrid working options (at least 3 days in office), a salary of £26,150 and benefits.
We are looking for an individual who can offer prior Service Desk (Helpdesk Support) experience in a Microsoft Windows environment providing 1st with some 2nd line technical support including application support of bespoke applications (CRM).
We need someone who can offer:
* Experience of working in 1st / 2nd line Service Desk support role
* Windows Active Directory and Microsoft EntraID (Azure), managing computer and user accounts, groups and containers
* Hardware setup, installation, troubleshooting and diagnostic assistance (Computer, Telephone, Laptop, Printer, Scanner)
* Network support, Installation, configuration (LAN, WAN, VPN, etc.) incl.
switches, routers and firewalls
* Microsoft Windows 10/11 & MS Office 2016 & O365 installation, configuration and troubleshooting
* Desktop and browser security components: including site security certificates, firewalls and anti-virus
* Supporting Voice Over IP telephony solutions, specifically Zoom Workplace
* Experience with IT Service Management tools i.e.
ticket logging software, Microsoft System Centre and prior experience working in an ITIL aligned enterprise environment
* Ability to multitask across multiple incidents, be organised and have a keen eye for detail
* Naturally, as the role involves supporting users nationally you will have excellent communications skills, both verbally and written.
The service desk operates between the hours 9.00 to 17.00 Monday to Friday but may require occasional rare travel to support local offices and stakeholders throughout the country.
This is a high-volume environment, and you will be dealing with circa 35-40 tickets a day.
The right candidate must have the ability to take ownership of issues and see them through to resolution while providing excellent service.
In return our client offers competitive rewards and benefits including pension and life assurance, 25 days annual leave (pro-rata), voluntary benefits such as season ticket loans, cycle to work scheme, and the opportunity to play a key role in a national charity providing world-class services.
Important Information: We endeavour to process your personal data in a fair and transparent manner.
In applying for this role, Additional Resources will be acting in your best interest and may contact you in relation to the role, either by email, phone or text message.
For more information see our Privacy Policy on our website.
It is important you are aware of your individual rights and the provisions the company has put in place to protect your data.
If you would like further information on the policy or GDPR please contact us.
Additional Resources Ltd is an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003.
Keywords: Service Desk, 2nd Line, 1st Line, Support, Helpdesk, ITIL v3 / v4, Windows Server, AD, Active Directory, Exchange 2016, Windows 11 & 10, Office 2016, O365, Firewall, Antivirus, Anti-Virus, Antispyware, Spyware, Broadband, ADSL, VPN, Microsoft Dynamics CRM, Track-IT, Skype for Business, VOIP, Networking, Azure, IT technician, IT support engineer, IT engineer, 1st line support engineer, 2nd line support engineer, 1st line engineer, 2nd line engineer, Helpdesk Engineer,
....Read more...
Type: Permanent Location: Cardiff, Wales
Start:
Duration:
Salary / Rate: £26160 - £26160 Per Annum
Posted: 2025-12-02 10:57:55
-
We currently have an urgent vacancy for a Service Desk Support Analyst on behalf of our client, a National Charity, based in the St Mellons area of Cardiff.
Working within an existing team you will be responsible for providing 1st and some 2nd line support to circa 1200 staff nationally within an ITIL based environment.
Due to the nature of the organisation's public services, you will be expected to go through and obtain SC security clearance and NPPV2 Police Vetting before starting the role.
Therefore, you must have been a working resident in the UK for the last 4 years.
Alternatively, already hold current SC security clearance.
This is a permanent role offering hybrid working options (at least 3 days in office), a salary of £26,150 and benefits.
We are looking for an individual who can offer prior Service Desk (Helpdesk Support) experience in a Microsoft Windows environment providing 1st with some 2nd line technical support including application support of bespoke applications (CRM).
We need someone who can offer:
* Experience of working in 1st / 2nd line Service Desk support role
* Windows Active Directory and Microsoft EntraID (Azure), managing computer and user accounts, groups and containers
* Hardware setup, installation, troubleshooting and diagnostic assistance (Computer, Telephone, Laptop, Printer, Scanner)
* Network support, Installation, configuration (LAN, WAN, VPN, etc.) incl.
switches, routers and firewalls
* Microsoft Windows 10/11 & MS Office 2016 & O365 installation, configuration and troubleshooting
* Desktop and browser security components: including site security certificates, firewalls and anti-virus
* Supporting Voice Over IP telephony solutions, specifically Zoom Workplace
* Experience with IT Service Management tools i.e.
ticket logging software, Microsoft System Centre and prior experience working in an ITIL aligned enterprise environment
* Ability to multitask across multiple incidents, be organised and have a keen eye for detail
* Naturally, as the role involves supporting users nationally you will have excellent communications skills, both verbally and written.
The service desk operates between the hours 9.00 to 17.00 Monday to Friday but may require occasional rare travel to support local offices and stakeholders throughout the country.
This is a high-volume environment, and you will be dealing with circa 35-40 tickets a day.
The right candidate must have the ability to take ownership of issues and see them through to resolution while providing excellent service.
In return our client offers competitive rewards and benefits including pension and life assurance, 25 days annual leave (pro-rata), voluntary benefits such as season ticket loans, cycle to work scheme, and the opportunity to play a key role in a national charity providing world-class services.
Important Information: We endeavour to process your personal data in a fair and transparent manner.
In applying for this role, Additional Resources will be acting in your best interest and may contact you in relation to the role, either by email, phone or text message.
For more information see our Privacy Policy on our website.
It is important you are aware of your individual rights and the provisions the company has put in place to protect your data.
If you would like further information on the policy or GDPR please contact us.
Additional Resources Ltd is an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003.
Keywords: Service Desk, 2nd Line, 1st Line, Support, Helpdesk, ITIL v3 / v4, Windows Server, AD, Active Directory, Exchange 2016, Windows 11 & 10, Office 2016, O365, Firewall, Antivirus, Anti-Virus, Antispyware, Spyware, Broadband, ADSL, VPN, Microsoft Dynamics CRM, Track-IT, Skype for Business, VOIP, Networking, Azure, IT technician, IT support engineer, IT engineer, 1st line support engineer, 2nd line support engineer, 1st line engineer, 2nd line engineer, Helpdesk Engineer,
....Read more...
Type: Permanent Location: Cardiff, Wales
Start:
Duration:
Salary / Rate: £26160 - £26160 Per Annum
Posted: 2025-12-02 10:54:52
-
We currently have an urgent vacancy for a Service Desk Support Analyst on behalf of our client, a National Charity, based in the St Mellons area of Cardiff.
Working within an existing team you will be responsible for providing 1st and some 2nd line support to circa 1200 staff nationally within an ITIL based environment.
Due to the nature of the organisation's public services, you will be expected to go through and obtain SC security clearance and NPPV2 Police Vetting before starting the role.
Therefore, you must have been a working resident in the UK for the last 4 years.
Alternatively, already hold current SC security clearance.
This is a permanent role offering hybrid working options (at least 3 days in office), a salary of £26,150 and benefits.
We are looking for an individual who can offer prior Service Desk (Helpdesk Support) experience in a Microsoft Windows environment providing 1st with some 2nd line technical support including application support of bespoke applications (CRM).
We need someone who can offer:
* Experience of working in 1st / 2nd line Service Desk support role
* Windows Active Directory and Microsoft EntraID (Azure), managing computer and user accounts, groups and containers
* Hardware setup, installation, troubleshooting and diagnostic assistance (Computer, Telephone, Laptop, Printer, Scanner)
* Network support, Installation, configuration (LAN, WAN, VPN, etc.) incl.
switches, routers and firewalls
* Microsoft Windows 10/11 & MS Office 2016 & O365 installation, configuration and troubleshooting
* Desktop and browser security components: including site security certificates, firewalls and anti-virus
* Supporting Voice Over IP telephony solutions, specifically Zoom Workplace
* Experience with IT Service Management tools i.e.
ticket logging software, Microsoft System Centre and prior experience working in an ITIL aligned enterprise environment
* Ability to multitask across multiple incidents, be organised and have a keen eye for detail
* Naturally, as the role involves supporting users nationally you will have excellent communications skills, both verbally and written.
The service desk operates between the hours 9.00 to 17.00 Monday to Friday but may require occasional rare travel to support local offices and stakeholders throughout the country.
This is a high-volume environment, and you will be dealing with circa 35-40 tickets a day.
The right candidate must have the ability to take ownership of issues and see them through to resolution while providing excellent service.
In return our client offers competitive rewards and benefits including pension and life assurance, 25 days annual leave (pro-rata), voluntary benefits such as season ticket loans, cycle to work scheme, and the opportunity to play a key role in a national charity providing world-class services.
Important Information: We endeavour to process your personal data in a fair and transparent manner.
In applying for this role, Additional Resources will be acting in your best interest and may contact you in relation to the role, either by email, phone or text message.
For more information see our Privacy Policy on our website.
It is important you are aware of your individual rights and the provisions the company has put in place to protect your data.
If you would like further information on the policy or GDPR please contact us.
Additional Resources Ltd is an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003.
Keywords: Service Desk, 2nd Line, 1st Line, Support, Helpdesk, ITIL v3 / v4, Windows Server, AD, Active Directory, Exchange 2016, Windows 11 & 10, Office 2016, O365, Firewall, Antivirus, Anti-Virus, Antispyware, Spyware, Broadband, ADSL, VPN, Microsoft Dynamics CRM, Track-IT, Skype for Business, VOIP, Networking, Azure
....Read more...
Type: Permanent Location: Cardiff, Wales
Start:
Duration:
Salary / Rate: £26160 - £26160 Per Annum
Posted: 2025-12-01 16:37:44
