User Support Assistant

The User Support Assistant is a key member of the IS support function, providing a blend of Service Desk, site-based and remote technical support. The role offers responsibilities of resolving end‑user technology issues, supporting colleagues at our core sites, and managing selected hardware activities.

The role will be broadly split equally between Service Desk responsibilities and site or remote support. The postholder will support incidents and service requests from initial contact through to resolution or appropriate escalation, while also providing hands‑on assistance with laptops, peripherals and workplace technology.

The postholder will contribute to selected new starter and replacement device activities, including building, configuring, issuing and recovering laptops. They will support defined elements of the joiner, mover and leaver process but will not be responsible for managing the full end‑to‑end process.

The Information Systems (IS) team at Shoosmiths plays a pivotal role in the technological enablement of the firm, ensuring the seamless operation of its computer systems. The team delivers reliable technology services, supports the firm's applications and technical infrastructure, and helps colleagues work effectively across our offices and remotely.

• Provide high‑quality Service Desk support for end‑user incidents and service requests across telephone, portal and other approved support channels.
• Diagnose and resolve hardware, software, access, connectivity and peripheral issues, using remote support tools or providing hands‑on support where required.
• Record accurate and detailed information in Service Now, maintaining clear ownership and communication throughout the lifecycle of each ticket.
• Monitor assigned queues and priorities, progress work in line with service level targets, and elevate complex or high‑impact issues to the appropriate resolver team.
• Provide site support at core offices, including desk‑side assistance, meeting room and workplace technology support, and resolution of local technical issues.
• Build, configure, test and prepare laptops for new starters, replacement devices and other approved requirements, following documented standards and security controls.
• Support hardware asset activities, including device allocation, collection, stock checks, secure storage, updates to asset records and coordination of repairs or replacements.
• Complete assigned tasks within the joiner, mover and leaver process while working with the wider team responsible for the end‑to‑end process.
• Provide remote support to colleagues working from home or other Shoosmiths locations, adapting communication to different levels of technical confidence.
• Identify recurring incidents and service improvement opportunities, contributing clear resolutions and guidance to the knowledge base.
• Work collaboratively with Service Desk, Operations Support and wider IS teams, sharing information and ensuring effective handovers when issues require specialist input.
• Maintain a professional, customer‑focused approach, keeping users informed and setting clear expectations throughout the support process.
• Participate in regular training and development activities to strengthen technical knowledge and customer service capability.
• Demonstrate flexibility and willingness to assist in other areas of the business as work demands require, supporting a collaborative and adaptive approach to changing workloads.
• Participate in an on‑call rota where required, providing essential support outside normal working hours.

• Some experience, training or demonstrable interest in Service Desk, desktop support, field support or a similar end‑user technology environment.
• Basic practical…