Role Overview
The Desktop Support Assistant - Apprentice will support the Europe & Asia User Experience team in delivering high‑quality desktop, mobile, audio/visual, and user support services to attorneys and professional staff in the London office. This role is designed as a structured development opportunity, combining hands‑on experience with formal apprenticeship learning. The apprentice will assist with onboarding, meeting room support, floor walks, Tech Bar initiatives, ticket triage, and day‑to‑day technology support, while developing technical and professional skills within a fast‑paced professional services environment.
Responsibilities
* Provide first‑line support for desktop, mobile device, collaboration, and meeting room technology issues.
* Support users through walk‑up assistance, Tech Bars, floor walks, and onboarding activities.
* Assist with laptop imaging, equipment setup, user onboarding, and hardware deployment.
* Support meeting room and AV technologies including Microsoft Teams Rooms, Zoom Rooms, wireless presentation systems, and hybrid meeting tools.
* Assist with troubleshooting Microsoft 365 applications, Microsoft Teams, Zoom, VPN, and mobility services.
* Monitor and update tickets within the ServiceNow platform to ensure timely follow‑up and resolution.
* Assist with hardware inventory management, equipment preparation, and desk setups.
* Support rollout and adoption activities for new workplace technologies and AI‑enabled tools.
* Document user guidance and technical steps in clear, user‑friendly language.
* Collaborate with other IT teams and vendors as required.
* Deliver a high standard of customer service and professionalism when supporting users.
Qualifications
* Have a minimum of five GCSEs with grades 9 to 4 (A* to C), including English and maths.
* Enthusiastic about building a career in Information Technology.
* Willing to learn new technologies and ways of working.
* Professional, approachable, and customer‑focused.
* Strong interest in technology and IT support.
* Excellent communication and interpersonal skills.
* Positive attitude and willingness to learn.
* Strong customer service mindset.
* Ability to manage multiple tasks and changing priorities.
* Comfortable working in a collaborative team environment.
* Basic understanding of Microsoft Windows and Microsoft 365 desirable.
* Interest in collaboration technologies, AV systems, and modern workplace tools.
* Ability to communicate technical concepts clearly to non‑technical users.
* Strong organisational skills and attention to detail.
* Candidates must meet the eligibility criteria for a Level3 Apprenticeship in England.
Apprenticeship Details
The role will follow a structured apprenticeship programme. As this is an apprenticeship, the role will be based on 80% working hours and 20% off‑the‑job learning time. This will be a 19‑month fixed‑term contract based on the duration of the apprenticeship. The apprentice will work within the Europe & Asia User Experience team under a defined development and mentorship plan.
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