Senior IT Service Desk Specialist

We are working with a leading law firm who are looking for a Senior IT Service Desk Specialist to join their IT team. This role is London-based, operating on a hybrid working policy of 4 days in office and 1 day WFH. This is a hands-on role combining advanced technical support with responsibility for maintaining high service standards, supporting colleagues and mentoring the wider Service Desk team.

Key Responsibilities

Provide advanced 1st/2nd line support, resolving complex technical issues and customer queries.Support the day-to-day running of the Service Desk, monitoring tickets, queues and SLA performance.Quality-check tickets and ensure timely resolutions and consistent customer communication.Mentor and support Service Desk colleagues, sharing technical knowledge and best practice.Identify recurring issues, ticket trends and opportunities to improve service delivery.Liaise with internal technical teams and third-party suppliers to resolve issues.Maintain knowledge base articles, documentation and Service Desk processes.Support the Service Desk Manager and deputise when required.About You:Experience working on a busy IT Service Desk, ideally within a law firm or professional services environment.Strong technical knowledge of hardware, operating systems, networks and ITSM systems.Familiarity with typical legal applications, such as practice management and document management systems.Excellent communication, organisation and problem-solving skills.Confident supporting and mentoring colleagues while managing competing priorities.ITIL Foundation qualified or willing to work towards certification.If you're an experienced Service Desk professional looking for a senior role combining technical support, team guidance and service improvement, we'd love to hear from you.