Senior Technical Support Analyst

About Clifford Chance

We are one of the largest international law firms in the world, with over 30 offices across the globe. We strive to exceed our clients’ expectations by combining global standards with in-depth local expertise.

As a Senior Technical Support Analyst, you will deliver highly customer‑focused, face‑to‑face support across the UK region. Your duties will include troubleshooting computers, mobile devices, IT equipment, applications, and services, assisting with hardware refreshes, and providing comprehensive audiovisual support for meeting rooms and event spaces. You will also support internal client events, podcast sessions, and video streaming. You will work in a fast‑paced, collaborative environment and participate in an after‑hours on‑call rotation.

• 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.
• Analyse issues and requirements, determining the most effective solutions and tailoring responses to workflows across different areas of the firm.
• Maintain a strong understanding of desktop system configurations and update processes to 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 Service Now; monitor the ITSM tool to ensure incidents and requests are handled in line with SLAs.
• Own, resolve, and, when necessary, escalates support calls, ensuring proper handover to other resolution teams.
• Manage hardware asset provisioning, tracking, monitoring, and reporting; administer asset tracking tools and ensure data accuracy.
• 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 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, understanding product specifications and configurations for various legal use cases.
• Ask relevant questions to gather information needed to resolve both obvious and root‑cause issues.
• Investigate beyond surface‑level 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.
• Develop and maintain awareness of all Clifford Chance business applications to enhance service delivery.
• Stay informed about emerging IT trends and technologies, including AI, analytics, and blockchain.
• Create, maintain, review, and update documentation and processes.
• Assist with IMACs (Install's, Move's, Addition's, Change's).

Experience and Skills:

• Exceptional interpersonal skills, with a focus on client service, rapport‑building, listening, and questioning.
• Ability to work with users in a consultative manner, giving professional advice and recommendations.
• Excellent customer service skills.
• Pro‑active; able to identify potential issues before they are reported.
• Comfortable advising without all details, dealing with unknowns, knowing where to find answers, and managing expectations.
• Ability to work under pressure and prioritize competing demands to meet deadlines.
• Strategic thinker and problem‑solver.
• Comfortable working in a fast‑paced, changing environment.
• Ability to work both alone and as part of a team.
• Proficiency in core MS Office tools, Office 365 cloud‑based applications, and legal technology tools.

Experience:

• Technical experience within the legal industry preferred, including support for Document Management Systems…