Desktop Support Technician

Join Our Team as a Desktop Support Technician!

Are you a tech-savvy problem solver with a passion for delivering top-tier IT support? Fletchers Solicitors is seeking a Technology Service Desk Desktop Support Technician to join our dynamic Bolton office.

As a Desktop Support Technician, you’ll play a key role in ensuring our team operates smoothly. From resolving day‑to‑day IT issues to supporting critical tools like AVD, Proclaim Case Management System, email, printing, and phones, your expertise will help drive our success. You’ll handle support requests through our internal Helpdesk system, seeing them through to resolution or escalating to 3rd‑line support when needed.

You’ll also be involved in:

• Asset Management
• Hardware Procurement
• New Starter, Leaver, and Mover Setups
• Project Delivery Work

We follow the ITIL framework, so incidents, problems, and changes are structured and efficient. While based in Bolton, occasional travel to our other offices may be required.

• 35 hours/week, Monday to Friday (rotating shifts between 8am–6pm)
• Saturday on‑call cover (remote, 10am–4pm) as part of a team rota

We offer an inclusive, professional environment where your skills will make a difference. If you’re ready to combine your technical expertise with exceptional customer service, apply now and become a vital part of our Technology Service Desk team!

• 35 hours working week
• Bonus scheme (subject to targets being met)
• 35 days holiday a year including bank holidays and Christmas Closure, you also have an option to purchase up to 3 extra days’ holiday per year, until you reach the maximum long service awards which are awarded after your 5th, 7th, and 9th full year of employment
• Pension scheme with tax‑efficient salary sacrifice option
• Life Assurance Policy
• Medicash policy to cover some dental, optical and other medical expenses
• Company sick pay
• Enhanced Maternity, Paternity and IVF schemes
• Flexible, agile working environment with a positive work‑life balance
• Varied calendar of funded company social events (check out Fletchers Group on Linked In)
• Monthly voucher awards for winning nominees

• Reporting to the Head Of Service Desk
• Complete daily maintenance tasks
• Daily triage of assigned incidents in a methodical manner in order to meet SLA
• Correct categorisation of all Incidents
• Provide high quality technical support to all staff on a timely basis, using the Helpdesk to receive, prioritise, log activity and complete tasks
• Assist with conferences and web meetings where required
• Maintain up to date Active Directory records for all staff including group memberships and individual attributes
• Prepare AVD, Desktop PC’s and laptops and phones from box to production, in accordance with the roll out Procedures
• Carry out staff relocations where staff move between teams – including moving PC’s and phones and reconfiguring user group membership etc
• Carry out staff leaver process to ensure accounts are deactivated in a timely manner
• Carry out new staff starter’s process to ensure all new starters are able to use all aspects of their job without any interruptions
• Analyse trends in event logging and helpdesk tickets to find recurring problems and research solutions
• Utilise available tools to ensure the team are aware of all updates and procedure changes that occur
• Ensure work is managed within the agreed project management and service management frameworks.
• Feed into Problem and Change Management process
• Provide high quality technical support to all staff on a timely basis, using the Helpdesk to receive, prioritise, log activity and complete tasks

• Customer focused approach in everything you do
• Experience of working in a busy IT Contact Centre environment
• Proactive and positive manner
• Excellent written and verbal communication skills
• Excellent organisational skills
• Self‑motivated and able to work effectively alone as well as part of a team
• Logical thinking and problem solving skills
• Experience with Microsoft products such as Office 365 and Teams
• AVD
• Experience in Active Directory
• Affinity with technology and computer systems
• Experience…