Desktop Support Technician
Salary: £25k-£30k DOE
Location: Birmingham
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 Liverpool-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 8×8.
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:
1. 35 hours working week
2. Bonus scheme (subject to targets being met)
3. 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 5th, 7th, and 9th full year of employment
4. Pension scheme with tax-efficient salary sacrifice option
5. Life Assurance Policy
6. Medicash policy to cover some dental, optical and other medical expenses
7. Company sick pay
8. Enhanced Maternity, Paternity and IVF schemes
9. Flexible, agile working environment with a positive work-life balance
10. Varied calendar of funded company social events (check out Fletchers Group on LinkedIn)
11. Monthly voucher awardsfor winning nominees
Main Responsibilities:
12. Complete daily maintenance tasks
13. Daily triage of assigned incidents in a methodical manner in order to meet SLA
14. Correct categorisation of all Incidents
15. Provide high quality technical support to all staff on a timely basis, using the Helpdesk to receive, prioritise, log activity and complete tasks
16. Assist with conferences and web meetings where required
17. Maintain up to date Active Directory records for all staff including group memberships and individual attributes
18. Prepare AVD, Desktop PC’s and laptops and phones from box to production, in accordance with the roll out Procedures
19. Carry out staff relocations where staff move between teams – including moving PC’s and phones and reconfiguring user group membership etc
20. Carry out staff leaver process to ensure accounts are deactivated in a timely manner
21. Carry out new staff starter’s process to ensure all new starters are able to use all aspects of their job without any interruptions
22. Analyse trends in event logging and helpdesk tickets to find recurring problems and research solutions
23. Utilise available tools to ensure the team are aware of all updates and procedure changes that occur
24. Ensure work is managed within the agreed project management and service management frameworks.
25. Feed into Problem and Change Management process
26. 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:
27. Customer focused
28. Experience of working in a busy IT contact centre environment
29. Proactive and positive manner
30. Excellent written and verbal communication skills
31. Excellent organisational skills
32. Self-motivated and able to work effectively alone as well as part of a team
33. Logical thinking and problem solving skills
34. Experience with Microsoft products such as Office 365 and Teams AVD Active Directory Azure AD Microsoft Endpoint Proclaim 8×8 phone systems including auto attendant
35. Experience with Windows, Laptops and Desktop PC’s including installing Windows and Software
36. Experience with Windows Servers and standard network services (DNS, file serving etc.)
37. Experience with printing in a network environment
38. Affinity with technology and computer systems
39. Hardware experience.
Desirable Skills and Experience:
40. ITIL V3 or V4 Foundation qualified
41. Microsoft accreditation
42. Experience of the ITSM lifecycle
43. Degree in technical or related discipline
44. 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.
45. Location: Birmingham
46. Salary: £25k-£30k DOE
47. Department: Technology
48. Closing Date: Fri, 25 Jul 2025