Assistant Manager

The role

As a deskside 2nd line Support role providing highly customer focused facetoface support as part of a wider team of 2nd line support analysts.

Working within the team of analysts supporting Delhi based users they will provide and manage technical support to the computers mobile devices and other general IT equipment applications and services. In addition they will ensure they are equipped to deal with our most popular consumer devices operating systems and services. They include and are not limited to OSX Win 10 and 11 Android Blackberry and Apple iOS. Further support also includes MACIs (Moves Adds Changes and Installations)

This is a very fast paced and dynamic role that requires someone that can think on their feet is very proactive and has exceptional attention detail. The person must also be very structured and process driven to ensure consistent and quality service delivery.  Working as part of a team is key.

Key Responsibilities

What you will be doing:

Client Focus

• Maximise facetoface contact with the user in any interaction whilst being mindful of the fact that we are working with typically timestarved users.
• Provide a high degree of initiative and a willingness to accept ownership of issues and requests keeping the clients interests at the forefront of all activity.
• When issues arise priority is to get users back up and running as quickly as possible leaving underlying investigations to 3rd line.
• Ensure that any issues are dealt with promptly and remediated appropriately.

Technical Support

• Regularly monitor the ITSM Service Now to ensure that calls are resolved in a timely manner and to OLA.
• Work closely with the other Technical Support Analysts and Senior Analysts to ensure a quality user experience.
• Own resolve and escalate calls working with other resolution teams when necessary. Where calls need to be escalated to another team ensure that ownership has been transferred.
• Ensure that you continue to adapt to the everchanging face of technology with users having services on many different hardware and software platforms.
• Keep a wellbalanced stock of key hardware items to provide a smooth and efficient service to our customers.
• Exposure to Audio Visual technologies
• Own resolve escalate calls related to audio visuals (AV) & video conferencing (VC) equipments to ensure a quality user experience.

Knowledge Management

• Use the knowledge base to resolve calls highlighting where gaps exist or knowledge is incomplete or inaccurate.
• Support the offshoring/outsourcing of remote work by providing knowledge transfer as required.

Hardware Provisioning and Asset Tracking

• Responsible for the provisioning and then tracking monitoring and reporting of hardware asset status administering asset tracking tools and ensuring their accuracy.

Others

• You may be requested to carry out additional work as could reasonably be required from you.
• Provide on call support for Delhi based communications and technical support
• Monitoring & support of Data Centre equipments as per process & guidelines.
• Vendor coordination

Qualifications :

Your experience

• Strong background in Technology Support & System Administration (Min 10 years).
• Should have thorough understanding on networking (both passive and active). Good understanding on DNS DHCP and related technologies.
• Should have understanding on PRI ILL WAN and LAN topologies and related infrastructure deployments in data centre.
• Worked in an infrastructure critical environment and understands how technology adds value to the business.
• Extensive experience of consumerisation and BYOD related technologies processes and procedures that allow users to access business applications on personal devices.
• Extensive technical working knowledge and experience of Smartphone and tablet operating systems and hardware particularly Apple iOS Android and Blackberry.
• Extensive technical working knowledge of MS Office and Document Management System such as SharePoint iManage
• Extensive technical working knowledge of the range of document production management and forensics tools used in the legal sector.
• Extensive working knowledge of MS Windows OS and hardware and software configuration
• Extensive experience of hardware provisioning and asset tracking monitoring and reporting.
• Highly professional individual who can thrive in a challenging and demanding working environment the role holder will be a critical factor in helping users engage better with existing and new technology in an environment where the users are typically under high pressure.
• Strong relationships skills.  Confidence in communicating at all levels in both Practice Areas and Business Services.

Analytical Thought & Problem Solving

• Makes decisions that solve the immediate problem and prevent it from occurring again
• Prepares for potential problems and contingencies in case things go wrong
• Takes prompt action to resolve problems quickly
• Uses all relevant sources of information including the team and other colleagues to generate solutions

Communicating and Influencing

• Uses a range of different influencing techniques
• Takes account of different needs and concerns in order to effectively persuade others
• Communicates effectively with the team through structured meetings and reviews

Commitment and SelfMotivation

• Monitors and reviews the quality of service that is provided in order to ensure that it meets/exceeds client expectations.
• Resolves any problems with clients confidentially and professionally
• Remains positive even if progress is slow and solutions are diluted
• Demonstrates a drive towards continual personal growth and development

Working Relationships

• Is a valued member of IT outside their immediate team
• Demonstrates credibility with stakeholders

Organisational/Strategic Thinking

• Demonstrates an understanding of what different departments do and how they work together.
• Demonstrates an understanding of the firms priorities the factors which impact business performance and the consequences of this for implementation.
• Recognises unspoken constraints within the firm what is and is not possible in certain situations
• Demonstrates a good understanding of clients operational and environmental pressures priorities and objectives.

Education and Experience

• Bachelors degree or masters degree in IT or related field
• ITIL Foundation or above desirable
• MOS Certification desirable
• MCSE desirable
• Highly developed written communication skills and capable of producing detailed and userfriendly communications to a varied audience. 

Additional Information :

Equal opportunities statement

At Clifford Chance we understand that our true asset is our people. Inclusion is good for our team and their families our firm and society.

We are committed to treating all employees and applicants fairly and equally regardless of their gender gender identity and expression marital or civil partnership status race colour national or ethnic origin social or economic background disability religious belief sexual orientation or age.  This applies to recruitment and selection terms and conditions of employment including pay promotion training transfer and every other aspect of employment.

We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement.

Our goal is to deliver an equality of opportunity an equality of aspiration and an equality of experience to everyone who works in our firm. 

Find out more about our inclusive culture here