www.clearygottlieb.com

IT Support Analyst

The successful candidate will provide excellent customer service and high quality technical support as a part of a local and global service desk.

The position provides exposure to a broad range of IT related projects and activities. As part of the team, the successful candidate will also have the opportunity to help improve the Firm’s systems, procedures and knowledge base.

Responsibilities

  • Ensure a high level of customer service and support is provided
  • Provide support to users via telephone, email, direct contact and remotely whilst ensuring all incidents are logged via the Service Desk call logging software Ivanti
  • Ensure incidents and service requests are responded to and resolved in a timely manner whilst escalating incidents/service requests that cannot be resolved to appropriate teams and provide ongoing communication with users
  • Provide applications support in MS Word, Excel, Outlook, PowerPoint, mobile devices, iManage and all other Firm wide applications
  • Provide laptop, printer, remote access, mobile device and other hardware support
  • Provide AV and VC conference room support for internal/client meetings and events
  • Assist with building and keeping up to date the User Support Knowledge base and support documentation
  • Undertaking small to medium-sized IT projects as instructed by the IT Manager and Service-Desk Supervisor
  • Adhere to all local and global IT processes, procedures and policies
  • When required, liaise with 3rd parties and suppliers
  • Participate in all Firm-wide IT initiatives

Individual Skills and Competencies

  • Organised and self-motivated
  • Strong analytical and problem solving skills
  • Excellent written and verbal communication skills
  • Proven ability to work under pressure
  • Able to work well in a team and independently
  • Strong ability to work on multiple projects with multiple deliverables
  • Ability to handle a constantly changing flow of support calls and technical assistance
  • Flexibility to support with projects/events outside of working hours and accommodate overtime at short notice. Weekend work will be required when necessary
  • A strong desire and focus on continued improvements and personal development

Essential Technical Skills:

  • Strong knowledge and troubleshooting of Microsoft based operating systems with emphasis on Windows 10
  • Strong knowledge and troubleshooting of Microsoft Office suite (Outlook, Word, Excel, PowerPoint)
  • Good knowledge of Active Directory
  • Good experience in ticketing to ITIL best practices
  • Good knowledge of common networking and troubleshooting
  • Experience with troubleshooting network printers, MFPs and copiers
  • Experience with supporting and configuring mobile devices, specifically supporting iOS platform

Desirable Skills:

  • Good Audiovisual support experience
  • Excellent knowledge of document management system iManage (Desksite/Worksite)
  • Knowledge of Cisco Jabber and Cisco IP Phones
  • Knowledge of System Centre Configuration Manager
  • Broad application support experience in a legal environment
  • Microsoft Certified Technology Specialist (MCTS) or MCP
  • Certified in CompTIA A+, CompTIA Network + or equivalent
  • ITIL Foundation
  • Knowledge of Lenovo hardware
  • Experience with MDM platforms, Mobile Iron is a plus
  • Knowledge and support of RICOH and HP Printers
  • Knowledge of Cisco telephony and Cisco Video Conferencing

Experience:

  • Minimum of 3 years
  • Legal or Professional Services experience highly desirable

If you are interested in applying, please submit a CV and short cover letter to the London Human Resources Team, LON-HR@cgsh.com.