Senior Technical Support Analyst

The role

Clifford Chance is one of the worlds leading law firms helping clients achieve their goals by combining the highest global standards with local expertise. The firm has unrivalled scale and depth of legal resources across the Americas Asia and Europe focusing on key areas of commercial activity: capital markets; corporate and M&A; finance and banking; real estate; tax pensions and employment; and litigation and dispute resolution.

Alongside world-class legal careers Clifford Chance offers excellent opportunities within the Business Professionals Groupthe support functions that underpin its global operations. By joining this team you will help drive innovation in service delivery and contribute to the success of a dynamic multinational business. Business professionals are integral to the firms operations and critical to its continued success.

As a Senior Technical Support Analyst you will provide highly customer-focused face-to-face support as part of a wider team. Your responsibilities will include managing and resolving issues related to computers mobile devices IT equipment applications and services as well as assisting with hardware refreshes. You will also deliver comprehensive support for audiovisual setups in meeting rooms and event spaces including conferencing and web conferencing systems. Additionally you will support internal client events podcast sessions video creation and editing and video streaming.

This is a fast-paced and dynamic role that requires someone who is proactive detail-oriented and structured in their approach. Strong process discipline is essential to ensure consistent high-quality service delivery. Collaboration and teamwork are key to success in this role.
 

Key responsibilities

The Senior Technical Support Analyst will join a highly collaborative team providing comprehensive technical support services including audiovisual support delivered in person at deskside in meeting rooms event spaces and via Tech Hub services across the UK region. While based in the London office occasional travel to other locations may be required.

The role will interface with other support teams within the region and as part of the firms global support network. The individual will be expected to understand or quickly learn how lawyers work in order to analyse and offer solutions that meet their technical needs. Strong listening skills and the confidence to provide advisory support using the firms technologies and tools are essential.

The successful candidate will have expertise in core technologies such as Windows OS Outlook Office 365 and cloud-based applications with the ability to troubleshoot effectively. This position includes participation in an after-hours on-call rotation.

• Provide in-person deskside meeting room and event space support along with concierge-style and advisory services via the Tech Hub to lawyers professional staff and external clients.
• Set up operate and support audiovisual equipment and deliver technology assistance via telephone remote access video conferencing and in-person interactions.
• Work with users to analyse issues and requirements determining the most effective solutions. Understand workflows across different areas of the firm and tailor responses based on scenarios personas or departmental needs.
• Maintain a strong understanding of desktop system configurations and update processes to effectively resolve recurring technical issues.
• Assist with the installation configuration and support of audiovisual hardware and software including cameras microphones projectors sound equipment Microsoft Teams and Cisco devices.
• Maintain accurate records of support requests and resolutions in ServiceNow. Monitor the ITSM tool regularly to ensure incidents and requests are handled and resolved in a timely manner and in line with SLAs.
• Own resolve and escalate support calls as needed ensuring proper handover to other resolution teams when escalation is required.
• Manage hardware asset provisioning tracking monitoring and reporting. Administer asset tracking tools and ensure data accuracy.
• Draft and send outage communications to the UK region.
• Support Change Board reviews and send related communications as required.
• Maintain the presentation and safety of all rooms ensuring they are tidy hazard-free and that cables are securely managed.
• Conduct regular preventative checks on rooms and Tech Hub equipment following established procedures to ensure functionality.
• Act as an advisor on core technology and legal technology applications understanding product specifications and configurations for various legal use cases.
• Ask relevant questions to gather the information needed to resolve both obvious and root cause issues.
• Investigate beyond surface-level technical problems conduct research document findings and analyse information to draw meaningful conclusions.
• Prioritise and schedule tasks effectively escalating issues when necessary to maintain high service levels and avoid delays.
• Develop and maintain awareness of all Clifford Chance business applications to enhance service delivery.
• Stay informed about emerging IT trends and technologies including AI analytics and blockchain.
• Create maintain review and update documentation and processes.
• Assist with IMACs (Installs Moves Additions Changes).
   

Qualifications :

Your experience

Skills:

• Exceptional interpersonal skills with a focus on exceptional client service rapport-building listening and questioning.
• Ability to work with users in a consultative manner; giving professional advice recommendations and solutions. Having in-depth conversations with clients to better understand their goals and requirements.
• Excellent customer service skills.
• Pro-active; can recognize other issues a user may have and identifying them before the user is aware or reports the issue.
• Eager to learn the latest technology and trends.
• Comfortable advising without all the details; dealing with the unknown; knowing the right questions to ask; knowing where to find the answers and managing customer expectations.
• Ability to work under pressure and prioritize competing demands to meet deadlines.
• Strategic thinker and problem-solver.
• Comfortable working in a fast-paced and changing environment.
• Ability to work alone and as part of a team.
• Proficiency in core MS Office tools Office 365 cloud based applications and Legal Technology tools.

Experience:

• Technical experience within the legal industry preferred; this includes support experience with a Document Management System (DMS e.g. iManage) document formatting tools collaboration tools as well as other legal applications.
• Support desk experience or any other experience in the IT industry is preferred.
• Legal practice experience is preferred though not essential.

Qualifications:

• Ideally educated to degree level though not essential.
   

Additional Information :

What we offer including our broad range of benefits and working environment

When you join Clifford Chance you will have access to a broad range of benefits to support you across many aspects of your personal and professional life including financial wellbeing lifestyle and family friendly benefits. For more information on what we offer specifically in the UK please visit our What We Offer page on our career site. 
 

Equal opportunities

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.
 

Remote Work :

No

Employment Type :

Full-time