IT Service Desk Technician – Hybrid, Bristol

About the role

Osborne Clarke is seeking an IT Service Desk Technician to provide first‑line support to global users of its IT systems. Working from the Bristol office on a hybrid basis, you will resolve software and hardware issues both remotely and on‑site, and support client locations when required.

Key responsibilities

• Deliver timely support to users across multiple international sites, adhering to established SLAs and KPIs.
• Manage the Guru Bar, the user‑facing IT help desk, offering assistance for a wide range of IT queries.
• Maintain high‑quality ticket records, aiming for first‑time fixes and escalating when necessary.
• Communicate updates to clients promptly to ensure satisfaction.
• Create and update knowledge‑base documentation for common resolutions.
• Monitor incident trends, provide user coaching, and contribute to continuous service improvement.
• Operate within a regulated environment, complying with SRA obligations and information‑security policies.

Required profile

• Previous experience in an IT support or service‑desk role.
• Strong customer‑service ethic with a focus on delivering exceptional support.
• Self‑motivated, proactive, and able to prioritize workload effectively.
• Team‑oriented mindset with a willingness to share knowledge and assist colleagues.

Required skills

• Experience troubleshooting computer software and hardware issues.
• Familiarity with ticketing systems and IT service‑management processes.
• Understanding of information‑security and data‑protection principles.

What we offer

• 35‑hour work week on a rota covering Monday‑Friday, 7:00 am‑7:00 pm.
• Hybrid working model combining office and remote days.
• Opportunities for learning, development, and career progression within a global law firm.