PURPOSE OF THE ROLE
We are looking for a dynamic and capable service professional to join our IT team and help deliver exceptional technology services to the internal customer base across our German offices. The successful candidate will play a key role in providing best-in-class IT support to the business, managing the receipt, assessment, and resolution of support requests and escalations from internal stakeholders. By ensuring efficient and customer-focused service delivery, you will contribute directly to the ongoing success of IT operations within Addleshaw Goddard.
THE TEAM
• The IT Service Team at Addleshaw Goddard is a collaborative and high-performing team supporting global IT operations across our international office network.
• The team benefits from a strong and supportive culture where knowledge sharing and professional development are actively encouraged.
• It plays a key role in supporting and enhancing IT service delivery across a modern and evolving technology landscape.
• Team members work alongside experienced IT professionals delivering exceptional technology services to internal stakeholders in an environment that values collaboration and innovation.
WHAT TO EXPECT IN THIS ROLE
• Manage customer issues from initial contact through to resolution.
• Receive, record, and resolve incidents efficiently, while maintaining accurate records and providing clear customer communication throughout the support process.
• Deliver direct technical support via face-to-face, telephone, and written communication mediums.
• Ensure appropriate escalation takes place, where required, should additional elevated support be necessary.
• Use ServiceNow to manage and track Incident, Problem, Change, and Request activities.
• Troubleshoot and resolve hardware and software issues through structured technical analysis.
• Support the deployment and maintenance of IT hardware, software, and infrastructure.
• Identify service improvement opportunities and contribute to continual service improvement initiatives.
• Participate in project work where your customer service ability and technical input can add value.
• Manage both business and IT stakeholder relationships and own the provision of high-quality regional IT support.
• Act as the lead in-region IT support presence, ensuring the reginal teams IT support requirements are championed and delivered.
• Support the IT departments objectives and strategic goals.
YOUR AREAS OF KNOWLEDGE AND EXPERTISE
To be successful in this role, you will have:
• A proven track record of delivering exceptional customer service and technical support, to both customers and colleagues, in a professional environment.
• The ability to communicate confidently with stakeholders at all levels.
• Demonstrated experience of working independently and collaboratively within a team.
• 2–5 years of experience in IT service delivery or desk-side support type roles.
• Well-developed diagnostic and troubleshooting skills, for hardware and software support.
• Strong stakeholder management experience and capabilities.
• Adept at all aspects of asset and hardware management.
• Proven experience supporting Windows 11 environments, along with Microsoft Office applications (Office 365, etc).
• Experience supporting and managing iOS devices and related management platforms.
• The ability to build, configure, deploy, and maintain desktops, laptops, tablets, mobile devices, and peripherals.
• Fluency in English and German (spoken and written).
• Experience within the legal sector or others that utilise a dedicated DMS is desirable, however not essential.
OUR FIRM
Addleshaw Goddard is a place where you are valued, encouraged, and challenged to fulfil your potential in a supportive and collegiate environment. Our culture of improvement, growth and collaboration delivers results, drives innovation, and rewards ambition.
We not only provide technical excellence and experience but, crucially, demonstrate real insight into our clients and what really matters to them and as such we are natural choice for FTSE100 clients and their equivalents in other markets.
Our success has been built by people from the widest range of backgrounds, locations, and perspectives. We have a number of employee networks that provide space to discuss the differences that make us who we are and celebrate this at AG.
OUR APPROACH: IMAGINE THE BEST YOU CAN BE
Everything we've accomplished can be traced back to our people and the way we work. Our reputation is something we are proud of, and constantly invest in.
Here, you'll do high calibre work, with high-character colleagues who care for one another and our clients.
Are you up for the challenge?