Desktop Support Technician – IT Service Desk

About the role

Fletchers Solicitors is looking for a Desktop Support Technician to join its Technology Service Desk in Bolton. You will provide first‑line IT support, resolve day‑to‑day incidents and ensure critical tools such as Azure Virtual Desktop (AVD), Proclaim Case Management, email, printing and phones run smoothly.

Key responsibilities

• Perform daily maintenance tasks and triage incidents through the internal Helpdesk system.
• Provide timely technical support to staff, logging and prioritising tickets.
• Maintain Active Directory records, including group memberships and user attributes.
• Prepare and configure AVD, desktop PCs, laptops and phones for new starters, movers and leavers.
• Assist with conference and web‑meeting setups as required.
• Handle asset management, hardware procurement and project delivery work.
• Escalate complex issues to 3rd‑line support following ITIL processes.

Required profile

• Tech‑savvy problem solver with a passion for delivering high‑quality IT support.
• Experience working within an ITIL‑based service desk environment.
• Willingness to work rotating shifts (8 am–6 pm) and provide on‑call cover.
• Strong customer‑service orientation and ability to work collaboratively.

Required skills

• Azure Virtual Desktop (AVD)
• Proclaim Case Management System
• Helpdesk ticketing tools
• Active Directory administration
• Windows desktop and laptop support
• Hardware procurement and asset management
• ITIL incident, problem and change management

What we offer

• 35‑hour permanent contract with a bonus scheme.
• 35 days holiday plus the option to purchase extra days.
• Pension scheme with salary‑sacrifice option.
• Life assurance, medical cash plan and company sick pay.
• Enhanced maternity, paternity and IVF benefits.
• Flexible, agile working environment and regular social events.