IT Service Desk Apprentice

Our apprentices will gain valuable skills and experience by learning from colleagues and mentors throughout the firm. This includes exposure not only to IT but also to the broader business and legal environments.

Our apprentices will gain valuable skills and experience by learning from colleagues and mentors throughout the firm. This includes exposure not only to IT but also to the broader business and legal environments.

The IT Service Desk Apprentice reports to the Senior IT Manager in London. This role requires regular interaction with almost all employees, including partners, necessitating excellent communication skills and a high level of professionalism.

Primarily, this is a hands-on junior support role focused on local support in London. However, our IT Service Desk adopts a ‘follow-the-sun’ model, providing support to customers across all regions.
Typical work hours are from 09:00 to 17:30, Monday to Friday. Due to the international nature of the firm, flexibility is required to accommodate projects and Service Desk operations.

Responsibilities

Service Desk support

• Provide first response to support queries received by phone, email, chat and in person, from staff across the firm.
• Log every call in the ITSM tool and record the actions taken to resolve it, keeping tickets accurate and up to date.
• Resolve straightforward issues at first contact and escalate to second- and third-line support where necessary, with clear handover notes.
• Liaise with third-party support companies, vendors, and track their progress to resolution.
• Follow Service Desk processes, policies and procedures, including information security requirements.

Knowledge and improvement

• Create and maintain IT support documentation and knowledge base articles.
• Spot recurring issues and suggest ways to prevent them, including where automation or AI-assisted tools could help the team.
• Collaborate with the wider IT team to deliver an exceptional service.

Office, assets and events

• Set up and support hardware for new joiners and leavers.
• Maintain IT asset inventories and keep records up to date.
• Maintain stock levels of equipment and consumables in the office and department.
• Assist with the organisation and technical support of events and hearings.
• Undertake other duties from time to time, as identified by the line manager and in line with departmental and business needs.

Skills and knowledge (desired but not essential)

• Familiarity with Windows 10/11 and the Microsoft 365 suite.
• Experience of video conferencing platforms such as Teams or Zoom.
• Hands-on technical experience with hardware such as laptops, mobile devices or tablets, including at home, at school or in a job.
• Any IT background, formal or informal: an IT, computing or digital qualification (such as a BTEC, T Level or A level), a vocational course, or self-taught projects like building a PC or running a home network.
• Previous experience in a customer-facing role such as retail, hospitality or admin, showing you can deal with people courteously and under pressure.

Personal Qualities

• Demonstrate customer service skills with the ability to empathise with customers.
• Passionate about IT with a genuine interest in technology and its application.
• Enjoy working collaboratively and supporting others.
• Eager to learn with a desire to develop their skills and knowledge.
• Excellent written and oral communication skills.
• Remains calm under pressure
• Prioritisation skills with the ability to manage issues in a fast-paced environment.
• Reliable, punctual and flexible when the work requires it.

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Analytical skills
• Logical
• Team working
• Creative
• Initiative
• Motivated
• Can do attitude
• Troubleshooting
• Tech Savvy
• Hardware and Software
• Passion for IT

• English GCSE, grade 4/C + (Essential)
• Maths GCSE, grade 4/C + (Essential)