PURPOSE OF THE ROLE

The purpose of this role is to deliver high-quality IT support and exceptional customer service to Addleshaw Goddard's internal customers as part of the Service Team. Acting as the first point of contact for IT support, the successful candidate will manage, assess, troubleshoot, and resolve incidents and service requests, aiming to achieve first-contact resolution wherever possible.

The role requires strong diagnostic, troubleshooting, and investigative skills, along with the ability to effectively triage and prioritise requests within AG's IT Service Management (ITSM) toolset. Working collaboratively with other IT support teams, the role involves sharing analysis, coordinating escalations where required, and ensuring the timely resolution of technical issues.

Based in our Dublin office, the successful candidate will play a key role in delivering a responsive, customer-focused IT support service, contributing to the smooth operation of the firm's technology environment and the continued success of IT service delivery across the business.

THE TEAM

•    The IT Service Team at Addleshaw Goddard is a collaborative, customer-focused, and high-performing team that supports colleagues across our international office network. As the first point of contact for IT support, the team plays a vital role in ensuring the firm's technology services remain reliable, responsive, and aligned with business needs.
•    Working closely with specialist IT teams, we support legal professionals, business services, and administrative colleagues by delivering high-quality technical support and exceptional customer service. 
•    We foster a culture of collaboration, knowledge sharing, and continuous learning, providing opportunities for professional development while working within a modern and evolving technology environment.

WHAT TO EXPECT IN THIS ROLE

•    Deliver high-quality, customer-focused IT support, acting as the first point of contact for technical issues via face-to-face, telephone, and written communication channels.
•    Diagnose, troubleshoot, and resolve hardware, software, and workplace technology issues, aiming to achieve first-contact resolution wherever possible.
•    Manage incidents, service requests, problems, and changes through ServiceNow, ensuring tickets are accurately logged, prioritised, and resolved in line with agreed service levels.
•    Escalate complex issues to specialist support teams where necessary, providing clear diagnostics and analysis to support timely resolution.
•    Support the deployment, maintenance, and lifecycle management of IT hardware, software, and associated technologies across the Dublin office.
•    Act as the lead IT support presence in Dublin, championing the office's technology requirements, coordinating local IT activities, and ensuring regional support needs are effectively delivered.
•    Build strong relationships with business and IT stakeholders, taking ownership of a consistent, high-quality support experience.
•    Contribute to continual service improvement by identifying opportunities to enhance processes, improve the user experience, and increase service efficiency.
•    Support IT projects and initiatives by providing technical expertise and ensuring a seamless experience for end users throughout project delivery.

YOUR AREAS OF KNOWLEDGE AND EXPERTISE

To be successful in this role, you will have:
•    A minimum of two years' experience in an IT support or Service Desk role within a professional environment, with experience operating at a senior level or the capability and ambition to step into a senior support role.
•    A proven track record of delivering exceptional customer service and technical support, with the ability to build strong relationships and communicate confidently with stakeholders at all levels.
•    Strong diagnostic, analytical, and troubleshooting skills across a broad range of hardware, software, and end-user technologies.
•    Experience using IT Service Management (ITSM) tools, such as ServiceNow, to manage incidents, service requests, and support activities.
•    Hands-on experience supporting Windows 11, Microsoft 365 applications, and iOS devices, including mobile device management (MDM) platforms.
•    The ability to build, configure, deploy, maintain, and support desktops, laptops, tablets, mobile devices, peripheral equipment, and workplace technology.
•    Experience managing IT assets throughout their lifecycle, including deployment, maintenance, and replacement.
•    Experience working within the legal sector, or another professional services environment using a Document Management System (DMS), would be advantageous but is not essential.

OUR FIRM

Our story of international growth is built on a performance mindset, innovation and true collaboration. We believe results follow relationships, so we work closely with each other, and develop deep client connections to deliver. 

Our award-winning culture balances high standards and hard work with genuine care – looking out for each other, supporting professional development, in a down to earth and inclusive environment. We do the right things in the right ways, combining commercial excellence and innovative thinking with teamwork. Together, we deliver excellence, achieve stand out solutions, and enable career-defining opportunities.