Deskside Support Analyst

At BCLP, we’ve built our firm on the foundations of thinking differently. Curious, inquisitive and unbound by tradition, we’re building change within our sector and beyond. It starts with our people, which is why we’re looking for a Deskside Support Analyst to join our team, bringing excellent technical skills and a strong customer‑service approach to support technology usage and drive adoption across the firm.

This Deskside Support Analyst role will provide pivotal support as part of the Deskside Support Team. In addition to typical deskside responsibilities, the role will also carry additional accountability for delivering 2nd‑line support for the firm’s Document Management System (iManage).

What’s in it for you? The chance to work within a dynamic client-focused, technology-driven team that is committed to delivering a gold standard service.

You’ll be responsible for:

• Providing essential support to our UK offices and our global business.
• Delivering high quality support for our technology systems and hardware.
• Acting as a point of triage for all escalated incidents, ensuring appropriate levels of technical investigation have been included.
• Collaborating with the Senior Analysts to ensure timely resolutions are implemented.
• Proactive ticket and problem management.
• Dealing with walk‑ups and the provisioning of new laptops & iPhones.

Core Responsibilities:

• Deliver a flexible, high quality technical support by phone, email and in person.
• Provision of an excellent standard of hardware and audio visual support to all users in our UK offices.
• Prioritise, diagnose and resolve tickets according to agreed procedures.
• Stock and stock room management.
• Fulfil Service Requests following documented processes and procedures.
• Take ownership of customer issues and follow problems through to resolution.
• Ensure high levels of customer service, technical expertise, productivity, efficiency and quality.
• Participate in the delivery of projects, services and training.
• Recommend changes to processes and technologies to improve support.
• Interface with other IS function areas to assist in solutions and to improve service efficiency and effectiveness.
• Keep abreast of current and emerging technologies.
• Demonstrate high levels of personal organization to ensure deadlines are met effectively.
• Share information and ideas in a timely, clear and productive manner with management, support team and other technical resources.
• Strong ability to self-prioritise.

Skills and experience required:

• Previous IT experience in a global professional services environment supporting IS Applications, Hardware and Audio Visual components.
• Law firm experience preferred, or exposure to a Professional Services environment.
• A degree in IT and additional IT certifications would be advantageous.
• Strong experience with Document Management Systems and specifically iManage.
• Ability to communicate effectively with users at all levels in a calm, confident and professional manner.
• Consistently high levels of customer service and a desire to enhance client service delivery.
• Self-motivation and the ability to assemble diagnostic evidence to support calls prior to progressing with others.
• Ability to persist with an incident or problem until final resolution.
• Demonstrate courteous, empathetic behaviour to clients and an enthusiastic approach regarding the firm and business challenges.
• Proven self-starter who can work independently or as part of a team.
• Ability to work well under pressure and manage multiple competing priorities.
• Can communicate complex IS concepts to non-technical personnel.
• Familiarity with the demands of a corporate IT environment and the demands of high availability for these systems.
• Very good understanding of the software and hardware platforms in use.

Platforms / Applications / Technology:

• Intune & Company Portal

Travel: This position may require intermittent travel domestically and internationally.

At Bryan Cave Leighton Paisner we understand the value of a diverse workforce and we believe people perform at their best when they can truly be themselves at work. We aim to create an inclusive environment where all our employees are valued, motivated and able to be themselves.