Desktop Support Analyst

Join Goodwin's Global Operations Team, and make a real impact on a global scale. At Goodwin, we work with some of the world's most successful and innovative investors, entrepreneurs and disruptors in the life sciences, private equity, real estate, technology and financial industries, and where they converge. As part of the Global Operations Team - all business professionals at the firm - you'll collaborate with colleagues from varied backgrounds and experiences, fostering an environment where cross-functional learning, networking, and collaboration are at the core of what we do.

Here, we're not just supporting a law firm; we're partnering with attorneys and clients to deliver cutting-edge solutions in high-stakes litigation and dispute resolution, world-class regulatory compliance and advisory services, and complex transactions. Our commitment to integrity, ingenuity, agility, and ambition drives us, and we're proud to have been recognised as the "Best Business Team" by The American Lawyer. This is your opportunity to grow professionally in a dynamic, global environment, surrounded by forward-thinking peers.

The Desktop Support Analyst is responsible for providing high quality desktop, mobile device, application, and audio/visual support for attorneys and professional staff in the London and Cambridge offices. As a member of the Desktop Operations team, this individual will facilitate desktop service fulfillment requests, provide guidance and "how to" information, restore desktop and related technology services to a satisfactory operational state, and help maintain a high level of customer service and user support.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide direct hands-on support to users who are experiencing desktop operating system, connectivity, mobile device, and application issues, and provide complete follow-through to successful resolution.
• Perform hardware diagnostics and execute or coordinate repairs in a timely fashion to ensure customer satisfaction.
• Provide 1st and 2nd level support for software issues, including remote access support (VDI, Citrix, VPN, Microsoft Teams, and Zoom).
• Assist with hardware procurement and inventory management under the guidance of senior team members.
• Support installation and maintenance of practice-specific applications and assess software compatibility with current operating systems.
• Participate in computer equipment installations, imaging, upgrades, refresh initiatives, and replacement projects.
• Assist in maintaining appropriate levels of hardware inventory to meet business needs.
• Conduct basic research on technology products to support procurement efforts.
• Participate in user support initiatives including onboarding activities, Tech Bars, and floor walks.
• Assist the IT Infrastructure team with occasional hands-on hardware installation and maintenance.
• Maintain vendor contact information and assist with troubleshooting in coordination with third-party support.
• Engage with end users in a customer service-oriented manner to provide solutions and desired outcomes.
• Document incidents and requests in the ServiceNow tracking system to ensure proper tracking and resolution.
• Document user requests and technical steps in clear, user-friendly language.
• Assist with AV operations, including scheduling and coordinating video conferences, meeting room support, and monitoring live AV meetings.
• Support hybrid working technologies including docking stations, meeting room systems, wireless presentation technologies, and remote collaboration tools.
• Stay informed about emerging technologies and workplace tools to support team initiatives.

KNOWLEDGE, SKILLS AND COMPETENCIES:

• Ability to effectively and professionally communicate and collaborate with all levels of the organization.
• Ability to adjust to changing priorities and manage tasks effectively.
• Exposure to desktop-related projects and ability to contribute as part of a team.
• Familiarity with Microsoft Active Directory, Microsoft Intune, Entra ID, and endpoint management technologies is a plus.
• Experience supporting hybrid workplace technologies and remote access solutions including VDI, Citrix, VPN, Microsoft Teams, and Zoom.
• Understanding of desktop operating systems and integration with Microsoft Office, Microsoft 365, and legal applications.
• Experience supporting mobile devices, meeting room technologies, and audio/visual systems is preferred.
• Ability to communicate technical information in a clear and user-friendly manner.
• Strong customer service, teamwork, and interpersonal skills.
• Strong troubleshooting skills across Microsoft Windows, Microsoft 365, collaboration platforms, mobile devices, and legal applications.
• Experience working within IT service management frameworks and ticketing platforms such as ServiceNow.
• Familiarity with Microsoft Teams, Teams Phone, Zoom Rooms, and remote collaboration technologies is preferred.
• Strong customer service mindset and ability to interact effectively with users at all levels of the organization.
• Ability to recognize recurring issues and escalate concerns appropriately.
• Exposure to AI-enabled workplace technologies and productivity tools is considered a plus.

Goodwin is committed to providing equal opportunities in all aspects of employment. We recruit, develop and promote on the basis of merit and ability, and without unlawful discrimination on the basis of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation, or any other protected characteristic. Goodwin is a disability-inclusive employer. Please contact us if you require any disability-related adjustments during the interview process, or would like to have a confidential conversation with a member of the recruitment team. The term 'disability' includes physical, sensory, mental health and long-term health conditions, and neurodivergence.