Deskside Support Analyst

The Deskside Support Analyst for the London IT team plays a vital role in maintaining all computing and communications hardware and software. This position provides 1st and 2nd line support to the London office, EU office user community, and visiting attorneys from other offices. The role involves dealing with and responding to issues in a professional and timely manner.

Additionally, the Deskside Support Analyst offers 2nd level escalation support to Frontline Managed Services (“Frontline”) and assists day-to-day tasks as needed. The position requires a strong focus on customer service, technical skills, and attention to detail when addressing general computing questions. Responsibilities include support for firm laptops/desktops, mobile devices, and video conference systems.

The Deskside Support Analyst collaborates with the Applications staff for testing, troubleshooting, and deployments, as well as with the Operations staff for printer support, hardware image testing, and audio-visual and remote hardware setups.

Position Relationships:

Reports directly to the IT Service Delivery Manager. Interacts frequently with Frontline Helpdesk analysts, Attorneys and Business Services staff in New York, Washington DC, London, Frankfurt and Brussels.

Duties & Responsibilities:

Primary:

• Serve as internal 2nd level Help Desk overflow support and 2nd level escalation path for issues that cannot be performed
• by Frontline.
• Provide escalation guidance and support knowledge to Frontline.
• Research, resolve and respond to complex incidents escalated by Frontline in a timely manner. Escalate problems to appropriate engineers when necessary.
• Review, update and publish new support articles to the ServiceNow Knowledgebase.
• Provide remote/in-person end-user support to ensure customer productivity and satisfaction.
• Provide WebEx/Zoom/MS Teams meeting technical assistance and support.
• Document accurately and completely all incidents/requests and tasks into the ServiceNow incident management ticketing system in a timely manner.
• Keep abreast of product updates and methods of support delivery in order to provide technically accurate solutions to customers.
• Maintenance of iPhone’s and iPad’s.
• Maintenance of Home office systems.
• Maintenance of appropriate stock levels of IS consumables.
• Maintenance of IS equipment inventory.
• Imaging laptops to firm standard.
• Responsible for onboarding new joiners and giving inductions.
• Participate in team projects that enhance the quality or efficiency of service.
• Availability to work overtime and flexible work schedule and in alternative offices as required.
• IS on call cover at the weekends, at least one weekend a month.

Secondary:

• Assist with special projects.
• Dealing with some aspects of network support (e.g. adding, changing and/or deleting users from the Firm’s network, as needed).
• Assisting with servers and data centre equipment.

Qualifications:

• Certificates and Licenses: ITIL Foundation 4 certification (working knowledge leveraging the framework) or similar is preferred.

Experience:

• Previous IT experience in the legal industry in areas of hardware including laptops, desktops, digital senders and printers. Also supporting Microsoft Windows10/11 and IOS Operating Systems, Microsoft Office applications, AV technologies including Cisco Webex and Zoom and iManage in a legal environment.

Skills and Abilities: Effective interpersonal, verbal and written communication skills; professionalism; integrity; strong customer service orientation; strong problem analysis and resolution skills; ability to juggle multiple tasks and work effectively within a high volume, deadline sensitive work environment; effective coaching and mentoring skills. Ability to work independently and as part of a team. Ability to organise and manage multiple priorities. Exercises sound judgment and effective decision-making skills. Flexibility, integrity, agility. Must be resourceful, detail oriented, organised and proactive to the needs of the job.

Job Specific Skills: Must be able to work effectively in a high volume, demanding, customer service oriented and deadline sensitive work environment.

Attendance: All positions require punctuality and regular attendance. Position is 5 days a week onsite in the London office.

Technological Skills :

Proficiency with the following:

• Windows 10/11 Professional.
• Apple IOS.
• Active Directory and Exchange Online environments.
• MS 365.
• Must have experience with a Document Management System – iManage 10 (Advanced).
• Workshare Professional.
• InterAction.
• Time Management/Recording – Elite 3E.
• Duo Security (2FA).
• PC hardware (Lenovo laptops), HP Laser printers and Canon multifunction devices.