Desktop Support Technician
Salary: DOE
Location: Southport
Desktop Support Technician
Location: Southport
Salary: DOE
Join Our Team as a Desktop Support Technician!
Are you a tech-savvy problem solver with a passion for delivering top-tier IT support? Fletchers Solicitors is seeking a Technology Service Desk Desktop Support Technician to join our dynamic Southport office.
About the Role:
As a Desktop Support Technician, you’ll play a key role in ensuring our team operates smoothly. From resolving day-to-day IT issues to supporting critical tools like AVD, Proclaim Case Management System, email, printing, and phones, your expertise will help drive our success. You’ll handle support requests through our internal Helpdesk system, seeing them through to resolution or escalating to 3rd-line support when needed.
You’ll also be involved in:
1. Asset Management
2. Hardware Procurement
3. New Starter, Leaver, and Mover Setups
4. Project Delivery Work
We follow the ITIL framework, so incidents, problems, and changes are structured and efficient. While based in Southport, occasional travel to our other offices may be required.
Working Hours:
5. 35 hours/week, Monday to Friday (rotating shifts between 8am–6pm)
6. Saturday on-call cover (remote, 10am–4pm) as part of a team rota
In return Fletchers can offer:
7. 35 hours working week
8. Bonus scheme (subject to targets being met)
9. 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 reach the maximum long service awards which are awarded after your 5th, 7th, and 9th full year of employment
10. Pension scheme with tax-efficient salary sacrifice option
11. Life Assurance Policy
12. Medicash policy to cover some dental, optical and other medical expenses
13. Company sick pay
14. Enhanced Maternity, Paternity and IVF schemes
15. Flexible, agile working environment with a positive work-life balance
16. Varied calendar of funded company social events (check out Fletchers Group on LinkedIn)
17. Monthly voucher awardsfor winning nominees
Main Responsibilities:
18. Reporting to the Head Of Service Desk
19. Complete daily maintenance tasks
20. Daily triage of assigned incidents in a methodical manner in order to meet SLA
21. Correct categorisation of all Incidents
22. Provide high quality technical support to all staff on a timely basis, using the Helpdesk to receive, prioritise, log activity and complete tasks
23. Assist with conferences and web meetings where required
24. Maintain up to date Active Directory records for all staff including group memberships and individual attributes
25. Prepare AVD, Desktop PC’s and laptops and phones from box to production, in accordance with the roll out Procedures
26. Carry out staff relocations where staff move between teams – including moving PC’s and phones and reconfiguring user group membership etc
27. Carry out staff leaver process to ensure accounts are deactivated in a timely manner
28. Carry out new staff starter’s process to ensure all new starters are able to use all aspects of their job without any interruptions
29. Analyse trends in event logging and helpdesk tickets to find recurring problems and research solutions
30. Utilise available tools to ensure the team are aware of all updates and procedure changes that occur
31. Ensure work is managed within the agreed project management and service management frameworks.
32. Feed into Problem and Change Management process
33. 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:
34. Customer focused approach in everything you do
35. Experience of working in a busy IT Contact Centre environment
36. Proactive and positive manner
37. Excellent written and verbal communication skills
38. Excellent organisational skills
39. Self-motivated and able to work effectively alone as well as part of a team
40. Logical thinking and problem solving skills
41. Experience with Microsoft products such as Office 365 and Teams
42. AVD
43. Experience in Active Directory
44. Azure AD
45. Microsoft Endpoint
46. Affinity with technology and computer systems
47. Experience with Windows, Laptops and Desktop PC’s including installing Windows and Software
48. Experience with Windows Servers and standard network services (DNS, file serving etc.)
49. Experience with printing in a network environment
50. Experience with 8×8 phone systems including auto attendant systems
51. Experience with Proclaim
52. Hardware experience.
Desirable Skills and Experience:
53. Minimum ITIL V3 or V4 Foundation qualified
54. Microsoft accreditation
55. Experience of the ITSM lifecycle
56. Degree in technical or related discipline
57. 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 fast-growing, dynamic law firm specialising in personal injury and clinical negligence law, with outstanding rankings in both The Legal 500 and Chambers & Partners. Following several strategic acquisitions, we’ve evolved into the Fletchers Group, with ambitious plans for continued growth and innovation.
We aspire to be the best place to work in the legal sector.
Our workplace culture is inclusive, informal, and supportive, with a strong focus on colleague wellbeing and happiness. We are proud to offer some of the best hybrid and flexible working arrangements in the industry — because we understand that balance drives performance.
At Fletchers, we also value connection and collaboration. We create exciting opportunities for teams to come together and thrive. Whether you’re starting your career or aiming for leadership, you’ll find a clear path to progress and development here — from apprenticeships and professional qualifications to senior roles and Partnership.
We seek out a broad range of challenging, high-quality legal work, enabling our people to build meaningful and progressive careers. And we don’t just talk about development — we invest in it, with a significant proportion of our colleagues working towards relevant qualifications at any given time.
We reward those who help build our success and live our values. Our benefits package is designed to grow with you, offering real opportunities to share in our long-term strength. Our base pay and bonus structure is built to recognise and reward high performance.
Join us and be part of a law firm that’s not only growing, but redefining what it means to work in legal services.
Fletchers Group is an inclusive employer with a diverse workforce: we welcome applications from any and all backgrounds. We’re committed to providing a culture and environment where everyone can thrive, understanding 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.
58. Location: Southport
59. Salary: DOE
60. Department: Technology
61. Closing Date: Fri, 28 Nov 2025