Desktop Support Engineer

Role Summary / Purpose of Job The IT Department is responsible for providing technology and support to enable fee earners and business services employees to operate efficiently both internally and with their clients. IT operates as a global team with regional presence in most of our offices. Technology Services within IT provides all business-facing support and services. The Local IT Team is responsible for providing on-site IT support to all functions located within the client's office. Key responsibilities and deliverables Reporting to the Global Local IT Manager, the IT Deskside Support is responsible for delivering onsite second-line technical support to the client's office. This involves dealing with the technical aspects of people processes, equipment and kit supply, troubleshooting hardware, software, and communications infrastructure, and documenting these continually evolving processes. Ability to oversee team tasks, serve as the site contact, and manage stakeholders’ expectations with proficiency. Senior technical troubleshooting skills to solve complex problems and train & mentor Desktop Analysts. Key technical contributor with a willingness to follow up on issues, projects, and deadlines. Prepare and maintain technical documentation and knowledge articles for enterprise-wide use. Support the overall delivery of Local IT support, including building, configuration, installation, relocation, troubleshooting, and maintenance of IT hardware and software (Applications, Laptops, Desktops, peripherals, printers, and multifunctional devices). Support mobile devices (iPhone & iPad), telephony equipment, and coordinate office/desk moves. Provide technical support for meeting rooms, Video Conferencing, Webex, Webinars, and presentations. Assist VIP, Conference, and Litigation support. Coordinate with other IT support departments and support user training in various technologies. Work with vendors to troubleshoot support issues. Document and audit customer interactions, support enterprise desktop solutions, and collaborate with central IT teams to improve support speed and clarity. Undertake local projects and be willing to work shifts, weekends, and on-call as required. Key Requirements Passionate about delivering outstanding customer experiences. Excellent face-to-face and telephone communication skills. Self-driven, results-oriented, with a focus on high quality. Ability to critically assess own performance and plan ahead. Credible and comfortable dealing with internal and external stakeholders. Reliable, tolerant, and determined. Ability to understand and generate metrics from existing measures. Good understanding of Asset Management lifecycle. Proficient in English; a proven team player in a professional services organization. Attention to detail, continuous improvement mindset, and ability to promote new technologies. Broad understanding of the consumerization of IT and the technology market. Technical Skills Experience with PC Architecture, Azure Virtual Desktop, Microsoft Suite, ITIL, Video Conferencing, Webex, Microsoft System Centre, and supporting Windows 10/11. Experience with Azure Virtual Desktop, AppSense, Litigation IT systems, tablets, smartphones, telephony, basic network setup, TCP/IP, wired and wireless networks, and asset management. Competencies Excellent communication, adaptability, resilience, relationship-building, proactive attitude, organizational skills, teamwork, customer service, ownership, initiative, integrity, problem-solving, and cultural awareness. J-18808-Ljbffr

Location: Italia, IT

Posted Date: 9/14/2025