The patent and trade mark attorney sector is unusual.

In some ways, the firms are like law firms. They provide legal advice and services to their clients. They’re also usually partnerships with practice groups of trainees, associates and partners working alongside expert colleagues in business support teams. And the best firms have a sharp focus on client relationships, top quality work and hiring and looking after the very best people.

But we’re also different. We are focused solely on patents and trade marks, and so our clients are drawn from the world’s most innovative technology companies and brand owners. Being specialists, the top firms in this sector are much smaller than the leading law firms; but they’re nevertheless highly profitable.

About us

Kilburn & Strode is a top tier firm of European patent and trade mark attorneys with offices in London, The Netherlands and San Francisco. We hire the best people and we do excellent work for the world’s finest organisations.

We know that our reputation as a firm is based entirely on the quality of the individuals who work here. That’s why we’ve always been uncompromising in seeking out people who are not only at the top of their game, but who also share our enthusiasm and outlook. Not only that, we are committed to diversity not because it’s “good for business” or because it’s the “right thing to do”. We’re committed because it makes our firm a superb place to work. Whatever your background, you’re welcome here because we love the creativity that difference brings.

Overview

As part of a small team of 8, you will be the first point of contact for all IT support queries, dealing with all contacts received by the Service Desk and escalating appropriately internally or externally when needed. We are looking for someone who takes pride in the client experience whilst ensuring thorough solutions are provided to colleagues.

Key responsibilities

- Work closely with the Service Desk Team Leader to provide and maintain all Technology services to colleagues and clients.

- Be the first point of contact for all IT queries, providing support for hardware, software, audio-visual, photocopiers and telephony equipment.

- Maintain and develop our inventory database.

- Proactively support internal and external events including assisting with audio visual requirements. This may require work outside of core hours.

- Ensure sufficient hardware assets are available and ready to support business requirements.

- Proactively engage with external vendors to organise hardware repairs.

- Provide prompt and succinct updates to all Incidents and Service Requests to colleagues and clients in all locations.

- Appropriately escalate to ensure the timely resolution of Incidents.

- Impart knowledge to others within the team.

- Maintain a good working technical knowledge of Windows 10 O/S, MS Office.

- Assist with the coordination of our annual trainee intake and examination requirements.

- Where appropriate, assist in firm wide projects such as software/hardware deployments.

- Deliver exceptional customer service to all users and external clients.

- Provide out of hours support, as required, to support remote workers.

- To undertake any other relevant duties as may reasonably be requested by your people manager(s).

- Undertakes roles and hours to deliver the Service Desk function, our team works an alternating early and late weekly shift rotation to provide the relevant cover amongst the team but we do support agile working within this arrangement.

About you

We are a busy and supportive team, and some of the key skills and experiences required for this role are:

- A Computer Science/IT related degree or significant on the job IT experience.

- Whilst not essential, it would be great to hear from candidates who have an interest or any experience within Film or Production, who would like to explore this area further in a professional setting.

- Up to date technical knowledge or a keen interest in this area and a willingness to learn.

- Outstanding customer service experience and skills are essential.

- Excellent communication, organisational and administrative skills.

- Outstanding punctuality and time management skills.

- Strong attention to detail.

- Self-motivated and the ability to work under pressure.

- You should be able to show a genuine interest in technology and how systems work.

- Ability to be able to work on your own initiative but also as a team when required.