Technical Support Analyst

Key responsibilities

The Technology Support Specialist will join a highly collaborative team providing deskside and Tech Hub concierge-style support services across the London Region. While primarily based in the London office occasional travel to other locations may be required. The role also involves interfacing with other support teams within the region and across the global support network.

To be successful the individual must haveor be able to quickly developa strong understanding of how lawyers work enabling them to analyse and deliver solutions that meet specific technical needs. This is a highly interactive role requiring frequent face-to-face engagement with lawyers and business professionals. The individual is expected to operate in a consultative manner demonstrating exceptional listening skills and the confidence to recommend relevant solutions using the firms technology tools.

Expertise in core technology platforms such as Windows OS Outlook Office 365 and cloud-based applications is essential. Experience with legal technology applications such as Workshare Transact Kira or similar tools is highly desirable and considered a valuable asset.

Deskside & Tech Hub Support

• Provide in-person deskside meeting room and event space support.
• Deliver concierge-style and advisory services via the Tech Hub to lawyers professional staff and external clients.
• Maintain the presentation and safety of all rooms ensuring they are tidy hazard-free and cables are securely managed.
• Conduct regular preventative checks in meeting rooms and Tech Hub equipment.

Audiovisual & Collaboration Technology Support

• Set up install configure and support audiovisual hardware and softwareincluding cameras microphones projectors sound systems Microsoft Teams and Cisco devices for meetings events and collaborative spaces where required.
• Assist with maintaining the presentation and safety of all rooms ensuring they are tidy hazard-free and cables are securely managed.
• Assist with conducting regular preventative checks in meeting rooms to ensure equipment functions correctly following established procedures.
• Assist with managing functions in the Auditorium from the AV Control Room including monitoring sound mixing desks and video recording for high-profile meetings.

Technical Analysis & Problem Solving

• 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.
• Ask relevant questions to gather information needed to resolve both obvious and root cause issues.
• Look beyond the obvious technical problem conduct research document results and analyse findings.

Desktop & Application Support

• Maintain a strong understanding of desktop system configurations and update processes.
• Act as an advisor on core technology and legal technology applications (e.g. Workshare Transact Kira).
• Ensure knowledge transfer of experiences with adoption use and requirements of core applications and legal technology tools.

Incident Management & Documentation

• Maintain accurate records of support requests and resolutions in ServiceNow.
• Monitor the ITSM tool to ensure incidents and requests are resolved in line with SLAs.
• Own resolve and escalate support calls as needed ensuring proper handover.
• Create maintain review and update documentation and processes.

Hardware Asset Management

• Manage hardware asset provisioning tracking monitoring and reporting.
• Administer asset tracking tools and ensure data accuracy.
• Assist with IMACs (Installs Moves Additions Changes).

Collaboration & Escalation

• Act as a liaison to other levels of support in the region and globally.
• Work with application support teams to identify and reduce recurring problems.
• Share foundational knowledge with the Learning & Development team to support technology adoption.
• Assist in coordinating events workshops and demos for core and legal technology tools.

User Engagement & Feedback

• Gather and document feedback from lawyers and staff to assist in problem solving and future product decisions.
• Support onboarding of new staff by assisting with initial technology setup and orientation.

Service Improvement & Emerging Technologies

• Stay informed about emerging IT trends and technologies including AI analytics and blockchain.
• Contribute to continuous service improvement by identifying trends and proposing enhancements.

Security & Compliance

• Ensure all support activities comply with firm-wide security protocols and data protection regulations.

Other Duties

• You may be requested to carry out additional work as reasonably required.
  

Qualifications :

Your experience

Skills

• Exceptional interpersonal skills with a focus on exceptional client service rapport-building listening and questioning.
• 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 and recommendations. 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.
• Excellent oral and written communication skills.
• 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 :

How we will support you

From your first day with us you will have varied opportunities to continuously grow and develop your skills and knowledge. From formal training informal coaching and mentoring through to skills-based and technical training and on the job learning.

Hybrid working

This role follows our balanced hybrid working approach and as long as business needs allow you will be supported to work in a hybrid way in line with the hybrid working policy.

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

Experience: years
Vacancy: 1