IT Service Desk Assistant

Location: Glasgow

Contract Type: Permanent

Hours: Full Time

Experience: n/a

Closing Date: 31 January 2022

IT Service Desk Assistant

MacRoberts continues to develop and grow as a dynamic, modern Scottish law firm, serving businesses and private individuals, with strong leadership and operational excellence. We are a firm which is collegiate and are set apart from our competitors by our quality of service, industry knowledge, legal expertise and the ability to deliver innovative solutions for our clients.

We are committed to providing the highest-quality service to our clients. We achieve this through recruiting and developing high-calibre, talented individuals throughout the firm. We recognise that our staff are vital to continuing the success and growth of our business.

MacRoberts is a law firm where you can really make your mark. Let us be part of your success.


The Role

We currently have an opportunity for an IT Service Desk Assistant to join our team based in Glasgow. The role will be largely internal client facing dealing with software application support queries relating to business applications.  Many of these applications will be specific to the organisation and in-house training will be provided. It is essential that candidates have a good technical background, an enthusiasm for learning, excellent customer service skills and an ability to troubleshoot problems.

 Key Responsibilities:

  • To provide first line support to internal customers, assisting them with hardware, software, network and communications problems by phone, email and desk-side support;
  • To ensure all support calls and service requests are logged and administered using the appropriate service desk systems and working to agreed service levels;
  • To ensure support calls are escalated to the appropriate member of the internal/external team, using the agreed escalation procedures;
  • To provide user support to staff in remote offices, making site visits as required;
  • To assist with the administration of staff joining, leaving or moving within the organisation in relation to the creation of user accounts, password creation, email accounts and security access;
  • To assist with the installation of new hardware as required for new users or systems upgrades;
  • To assist with the maintenance of the asset register, ensuring all assets are tagged and accurately recorded in the register;
  • To assist with the administration, maintenance and provision of the organisations mobile working and telephone services;
  • To assist with the creation and maintenance of all documentation relating to Information Services procedures;
  • Have good knowledge of Microsoft operating systems and office products.



  • The successful candidate should have good working knowledge of Windows 10 operating systems, desktop hardware support and strong MS Office skills.
  • We are looking for candidates with 1-3 years experience.





Hours of work:

The IT department operate a shift system – Monday to Friday 8:00am – 6:00pm.  There will also be some out of hours/weekend work required.


Any job offers made are subject to successful pre-employment checks, including those from Disclosure Scotland.


MacRoberts LLP is an equal opportunities employer.  This means that we aim to ensure that no applicants nor employees are treated less favourably on the grounds of religion or belief, sex, marital status, sexual orientation, age, disability, race, colour, nationality, or ethnic origin, or are disadvantaged by conditions or requirements which cannot be shown to be justifiable.




Apply now