IT Service Desk Engineer
Wilkin ChapmanWe are looking for an experienced IT Service Desk Engineer based in Hull, with regular travel to other office locations. Having access to personal transport is beneficial but not essential.
The successful candidate will act as the first point of contact for IT support whilst ensuring the effective operation of desktops, networks, and infrastructure, involving troubleshooting, diagnosing, and resolving problems either directly or coordinating with IT support teams, including managing supplier interactions.
You will be required to maintain ownership of incidents, acting as the key liaison between users and the IT department and providing timely updates with the appropriate priority and attention.
Key Responsibilities
- Provide IT support via phone, email, and face-to-face.
- Take ownership of technical issues and ensuring a logical resolution.
- Log, categorise and prioritise incidents and faults in line with procedures and Service Level Agreements (SLAs).
- Conduct diagnostics with end users to enable first-contact fault resolution.
- Deliver desktop and server-based support when immediate resolution is not possible.
- 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+ years of experience in a service desk or IT support role with a broad technical knowledge across various technologies and products.
- Strong troubleshooting, problem-solving and customer service skills.
- Manage multiple tasks efficiently while maintaining a high level of customer service.
- Excellent communication skills, with the ability to explain technical issues clearly.
- Experience working within service level agreements (SLAs) and escalation procedures.
- Adapt to evolving technologies and contribute to process improvements.
Technical Skills & Experience
- Operating Systems: Proficiency in navigating, updating, and troubleshooting Microsoft Windows.
- Network Fundamentals: Understanding basic connectivity (Wi-Fi, Ethernet, DNS, and IP addresses) and Virtual Private Networks (VPNs).
- Hardware Troubleshooting: Diagnosing issues with laptops, desktops, monitors, and printers.
- Microsoft Office 365: Word, Excel, Outlook, PowerPoint
- Account Administration: Managing user access and permissions. This frequently involves navigating Active Directory (AD) or cloud-based identity providers.
- Ticketing Systems: Logging, categorising, and prioritising support requests. Maintaining IT asset register.
This is a great opportunity for a proactive and solutions-driven IT professional to make an impact within a supportive and forward-thinking team.
The company
With a full-service offering and a diverse client base, Wilkin Chapman Rollits continues to grow, while maintaining our commitment to quality, innovation, and client-focused service.
We know that happy, motivated employees drive success, and a strong, forward-thinking culture benefits everyone. That’s why we provide the tools, support, and opportunities our people need to thrive.
With our combined roots stretching back over 300 years, we are the largest law firm operating out of Lincolnshire and Yorkshire, with six regional locations and a place in the Lawyer UK 200. We combine deep local and sector knowledge with the strength, resources, and reach to handle any challenge—offering the best of both a large firm and a trusted, client-focused partner.
We invest in your career, offering a great benefits package and a supportive, sociable working environment. You’ll be joining a community of like-minded professionals who value collaboration, innovation, and excellence across our locations in Grimsby, Lincoln, Louth, Hull, York and Beverley.
At Wilkin Chapman Rollits, we are committed to attracting and retaining individuals from all backgrounds. We believe diversity fosters a values-led culture, fuels our growth, and creates opportunities for our colleagues to develop and succeed. As a Disability Confident and Armed Forces Friendly employer, we are dedicated to an inclusive environment where everyone feels seen, heard, and supported.
The Benefits
The benefits
We recognise the importance of looking after you and your family, which is why we offer an excellent package of benefits to help you achieve a healthy work-life balance.
*applicable to role
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