Role: Desktop Support Technician Location- Birmingham Office, UK Salary - £25k-£30k DOE Full-time | covering office Hours 8am-6pm on a Rota | Some Remote On-Call Saturday Cover Required Are you a tech-savvy problem solver with a passion for supporting users and delivering excellent IT service? Fletchers Group is seeking a Desktop Support Technician to join our Birmingham-based IT team. This role offers a dynamic working environment with occasional travel and involves providing day-to-day support across a wide range of systems, including AVD, Proclaim, Outlook, and 8x8. Working within office hours on a rota basis and offering remote Saturday cover as needed, you’ll manage internal Helpdesk requests, resolving issues directly or escalating to 3rd line support when necessary. You'll also be involved in hardware asset management, procurement, and user lifecycle activities (new starters, movers, leavers), while contributing to wider IT projects across the business. Join us to make a real impact in a growing, people-focused company that values technical expertise and proactive support. In return Fletchers can offer: 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 long service award the 3 days after your 5 th, 7 th, and 9 th 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 LinkedIn) Monthly voucher awards for winning nominees Main Responsibilities : 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 Essential Skills and Experience: Customer focused 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 Active Directory Azure AD Microsoft Endpoint Proclaim 8x8 phone systems including auto attendant Experience with Windows, Laptops and Desktop PC’s including installing Windows and Software Experience with Windows Servers and standard network services (DNS, file serving etc.) Experience with printing in a network environment Affinity with technology and computer systems Hardware experience. Desirable Skills and Experience: ITIL V3 or V4 Foundation qualified Microsoft accreditation Experience of the ITSM lifecycle Degree in technical or related discipline Experience of working within a professional services organisation We reserve the right to close this role before the date specified depending on the calibre and volume of candidates. About Fletchers Solicitors: Fletchers is a growing law firm specialising in personal injury and clinical negligence law, with excellent rankings with both the Legal 500 and Chambers & Partners. Following several acquisitions, we have transformed into the Fletchers Group, with ambitious plans for further expansion. Situated in the North-West of the UK, our offices are located in Manchester, Liverpool, Southport, Leeds, Bolton, and Cambridge. Many of our colleagues enjoy the flexibility of hybrid work arrangements. We offer a great work-life balance, attractive benefits, apprenticeship or training contract opportunities, and avenues for internal progression. Currently, approximately 10% of our colleagues participate in apprenticeships or training contracts, marking a milestone for us as we continue to improve our Learning & Development programs. Our culture is nurturing, designed to assist you in achieving your aspirations. Additionally, we have our Associate and Partner programs for senior lawyers and established the Fletchers Foundation to support those who have suffered injuries. Fletchers Group is an inclusive employer with a diverse workforce, which is why we welcome applications from all diversity groups and backgrounds. We’re committed to providing a culture and environment where everyone can thrive. Fletchers understand and celebrating that no colleague is the same. We’re proud of our work on the Disability Confident scheme, and we are signing up to other diversity standards to reflect our ethos.