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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. 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 client base ranging from loyal, local communities to national and overseas businesses, Wilkin Chapman continues to grow, while our emphasis remains firmly on quality and innovation.

We know that happy, motivated employees are good for business, and a strong, forward-looking culture benefits everyone. Providing the tools and support to enable our people provides the foundation for success.

Our roots go back more than 120 years and we are now the largest law firm in Lincolnshire and East Yorkshire, with four regional offices and listed in the Lawyer UK 200. With well-established, niche expertise in specialist sectors, many of our solicitors and departments are ranked highly in the Legal 500 and Chambers UK.

We help and guide you on your career path, providing a great package of benefits and a superb sociable working environment. We’re a community of like-minded people ready to welcome your contribution.