Senior Technical Support Analyst in London

We are one of the largest international law firms in the world. With over 30 offices across the globe, we strive to exceed the expectations of our clients, providing them with the highest-quality advice and legal insight, which combines the firm's global standards with in-depth local expertise. Our firm, work and people span jurisdictions, cultures, and languages. We offer our clients a truly international perspective. We believe every career should be rewarding and stimulating - full of opportunities to learn, thrive, and grow. That’s why we’re so proud of our inclusive, friendly, and team-based approach to work.

The role of Senior Technical Support Analyst involves providing 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:

• 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.
• 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.
• Own, resolve, and elevate support calls as needed, ensuring proper handover to other resolution teams when escalation is required.
• Manage hardware asset provisioning, tracking, monitoring, and reporting.
• 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.
• 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.
• Stay informed about emerging IT trends and technologies, including AI, analytics, and blockchain.
• Create, maintain, review, and update documentation and processes.

Qualifications:

• 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.
• 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.
• Ability to work under pressure and prioritize competing demands to meet deadlines.
• Strategic thinker and problem-solver.
• 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.

Additional Information:

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.

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.