IT Service Desk Engineer

An exciting opportunity has opened for an experienced IT Service Desk Engineer to join our dynamic IT team in our Lincoln office. Regular travel to other office locations is expected so having access to personal transport is beneficial but not essential.

Role Overview:
As an IT Service Desk Engineer you will be the first point of contact for IT-related issues and technical support within Wilkin Chapman Rollits. Your primary goal will be to provide first-time resolution to technical issues while ensuring the effective operation of desktops networks and infrastructure. This will involve troubleshooting diagnosing and resolving problems either directly or by coordinating with desktop and server support teams including managing supplier interactions.

Throughout the resolution process you will maintain ownership of incidents acting as the key liaison between users and the IT department. You will provide timely updates and ensure issues are handled with the appropriate priority and attention.

This role requires strong customer service skills the ability to communicate solutions clearly and confidently and a broad technical knowledge across various technologies and products.

Key Responsibilities:

• Provide professional courteous support for incoming IT issues via phone email and face-to-face interactions.
• Take ownership of technical issues managing them methodically and ensuring a logical resolution.
• Accurately log and categorize incidents and faults prioritizing them in line with team procedures.
• Conduct thorough diagnostics with end users to enable first-contact fault resolution.
• Deliver desktop and server-based support when immediate resolution is not possible.
• Ensure all incidents are resolved within service level agreements (SLAs) escalating when necessary.
• Manage faults throughout their entire lifecycle from first contact through to resolution keeping users informed of progress.
• Perform administrative support tasks to meet operational objectives including:
  • Setting up accounts and workstations for new team members
  • Managing IT assets and equipment assignments
  • Overseeing IT equipment moves
  • Reviewing reports and event logs
  • Documenting procedures
• Diagnose and resolve issues to user satisfaction either remotely or in person.
• Continuously develop technical knowledge and skills to support first-time fault resolution.
• Identify and escalate recurring issues or service risks to the appropriate service management teams.
• Share knowledge and best practices with team members to enhance overall support efficiency.

About You:

• 2-3 years of experience in a service desk or IT support role.
• Strong troubleshooting and problem-solving skills.
• Ability to manage multiple tasks efficiently while maintaining a high level of customer service.
• Excellent verbal and written communication skills with the ability to explain technical concepts clearly.
• Experience working within service level agreements (SLAs) and escalation procedures.
• Ability to adapt to evolving technologies and contribute to process improvements.

This is a great opportunity for a proactive and solutions-driven IT professional to make an impact within a supportive and forward-thinking team.

With a full-service offering and a diverse client base Wilkin Chapman Rollits continues to grow while maintaining our commitment to quality innovation and client-focused service.

We know that happy motivated employees drive success and a strong forward-thinking culture benefits everyone. Thats why we provide the tools support and opportunities our people need to thrive.

With our combined roots stretching back over 300 years we are the largest law firm operating out of Lincolnshire and Yorkshire with six regional locations and a place in theLawyer UK 200. We combine deep local and sector knowledge with the strength resources and reach to handle any challengeoffering the best of both a large firm and a trusted client-focused partner.

We invest in your career offering a great benefits package and a supportive sociable working environment. Youll be joining a community of like-minded professionals who value collaboration innovation and excellence across our locations in Grimsby Lincoln Louth Hull York and Beverley.

At Wilkin Chapman Rollits we are committed to attracting and retaining individuals from all backgrounds. We believe diversity fosters a values-led culture fuels our growth and creates opportunities for our colleagues to develop and succeed.As a Disability ConfidentandArmed Forces Friendlyemployer we are dedicated to an inclusive environment where everyone feels seen heard and supported.