Senior IT Service Desk Technician

Watson Farley & Williams is an international law firm advising on complex disputes and transactions through local knowledge and an integrated international network.  We have a strong sector focus, combining our technical excellence with deep industry knowledge across Energy, Transport and associated Infrastructure.

The firm has achieved rapid expansion and year-on-year growth owed almost entirely to a focused strategy, strong leadership and the quality of its people.  The next stage in the firm’s growth plan is to achieve full-service strength within core sectors across the global platform.

We strive for excellence in all that we do and view investment in our people as key to achieving our business goals and values, which rest on developing deep and long-lasting relationships externally and internally through respect, sharing, communication and integrity.

Our global practice is integrated across our offices in Europe, the Middle East, Asia, Australia and North America delivering consistently high levels of service across borders and locally through a deep understanding of local business customs and culture.

We are committed to creating an inclusive workplace to attract and retain the most talented people from all backgrounds and cultures.  We believe in celebrating difference and that people from any background can rise to the top, ensuring opportunities to develop and progress are available for all.

Working as part of the IT Service Desk Team to provide support to the business worldwide.  Supporting the more junior members of the team by handling escalations, upskilling them, documenting knowledgebase articles and facilitating handovers from project initiatives. 

• Handling tickets escalated by more junior members of the team, providing advice and support to more junior team members to aide issue resolution.
• Troubleshooting more complex issues and ensuring all tickets are triaged effectively before escalation to 3rd line teams if required.
• Documenting knowledgebase articles to enable the upskilling of the wider service desk team and improve ability to resolve issues at first contact.
• Working with project teams to understand the impact of projects on Service Desk processes and ensuring knowledge transfer into the team so that they can fully support newly implemented technology.
• Acting as a champion for all firm and departmental process and procedure, leading by example and reenforcing messages with the team.
• Identifying trends in incidents that may require escalation for handling through Major Incident or Problem Management processes.
• Working within the IT Service Desk team to support the delivery of the IT service delivery strategy.
• Supporting and contributing to high quality internal and external service delivery communications from the IT Service Desk.
• Supporting effective internal communication channels within the IT department to engender a “one-team” culture across the world.
• Ensuring prioritisation and escalation processes are followed, liaising where necessary with the rest of the IT team and/or third parties to ensure that all tickets are resolved efficiently and effectively.
• Actively contributing to team meetings by suggesting agenda items, providing feedback and re-enforcing messages amongst the team.

• A few years’ experience in a Service Desk role.
• Previous experience of working within an IT Department (preferably from a legal background).
• Ideally V4 ITIL Foundation accredited (working towards or desire to achieve Practitioner).

• Excellent customer service.
• Excellent organisational skills.
• Strong written and verbal communication skills, with the ability to articulate technical issues in non-technical language that is easy for stakeholders to understand.
• A positive attitude with a flexible approach to work.
• The ability to troubleshoot issues using logical thinking to define problems, collect data, establish facts, and draw valid conclusions.
• The ability to perform well in a fast-paced environment, with the ability to effectively manage interactions with people that are under stress and adapt when confronted with high-priority situations.

We offer a competitive benefits and wellbeing package for all employees.

The Firm promotes a culture of agility and flexibility and is fully supportive of flexible working arrangements where these can be accommodated.

Respect for different backgrounds and perspectives is at the heart of our firm’s core values and we recognise the importance of fostering an inclusive environment that allows everyone to reach their full potential. This is a key feature of our Global Code of Conduct, which places diversity and inclusion at the centre of our firm’s ways of working.

We believe that exceptional client service can only be delivered by exceptional people. For this reason, we aim to attract, retain and develop the best talent from a wide range of backgrounds. All decisions relating to employment will be objective and based on merit and ability.

We are committed to ensuring that our recruitment processes are as inclusive and barrier-free as possible. This includes making adjustments for candidates with a disability or long-term health condition.  If you require adjustments to be made at any stage of the recruitment process, we’d encourage you to get in touch with a member of our team who would be happy to discuss options with you.