Technical Support Analyst

Technical Support Analyst

The Technology Support Specialist will join a highly collaborative team providing deskside and Tech Hub concierge-style support services across the London Region. While primarily based in the London office, occasional travel to other locations may be required. The role also involves interfacing with other support teams within the region and across the global support network.

To be successful, the individual must have—or be able to quickly develop—a strong understanding of how lawyers work, enabling them to analyse and deliver solutions that meet specific technical needs. This is a highly interactive role, requiring frequent face-to-face engagement with lawyers and business professionals. The individual is expected to operate in a consultative manner, demonstrating exceptional listening skills and the confidence to recommend relevant solutions using the firm's technology tools.

Expertise in core technology platforms such as Windows OS, Outlook, Office 365, and cloud-based applications is essential. Experience with legal technology applications such as Workshare Transact, Kira, or similar tools is highly desirable and considered a valuable asset.

Deskside & Tech Hub Support

• Provide in-person deskside, meeting room, and event space support.
• Deliver concierge-style and advisory services via the Tech Hub to lawyers, professional staff, and external clients.
• Maintain the presentation and safety of all rooms, ensuring they are tidy, hazard-free, and cables are securely managed.
• Conduct regular preventative checks in meeting rooms, and Tech Hub equipment.

Audiovisual & Collaboration Technology Support

• Set up, install, configure, and support audiovisual hardware and software—including cameras, microphones, projectors, sound systems, Microsoft Teams, and Cisco devices, for meetings, events, and collaborative spaces where required
• Assist with maintaining the presentation and safety of all rooms, ensuring they are tidy, hazard-free, and cables are securely managed.
• Assist with conducting regular preventative checks in meeting rooms to ensure equipment functions correctly, following established procedures.
• Assist with managing functions in the Auditorium from the AV Control Room, including monitoring sound mixing desks and video recording for high-profile meetings.

Technical Analysis & Problem Solving

• Work with users to analyse issues and requirements, determining the most effective solutions.
• Understand workflows across different areas of the firm and tailor responses based on scenarios, personas, or departmental needs.
• Ask relevant questions to gather information needed to resolve both obvious and root cause issues.
• Look beyond the obvious technical problem, conduct research, document results, and analyse findings.

Desktop & Application Support

• Maintain a strong understanding of desktop system configurations and update processes.
• Act as an advisor on core technology and legal technology applications (e.g., Workshare Transact, Kira).
• Ensure knowledge transfer of experiences with adoption, use, and requirements of core applications and legal technology tools.

Incident Management & Documentation

• Maintain accurate records of support requests and resolutions in ServiceNow.
• Monitor the ITSM tool to ensure incidents and requests are resolved in line with SLAs.
• Own, resolve, and escalate support calls as needed, ensuring proper handover.
• Create, maintain, review, and update documentation and processes.

Hardware Asset Management

• Manage hardware asset provisioning, tracking, monitoring, and reporting.
• Administer asset tracking tools and ensure data accuracy.
• Assist with IMACs (Installs, Moves, Additions, Changes).

Collaboration & Escalation

• Act as a liaison to other levels of support in the region and globally.
• Work with application support teams to identify and reduce recurring problems.
• Share foundational knowledge with the Learning & Development team to support technology adoption.
• Assist in coordinating events, workshops, and demos for core and legal technology tools.

User Engagement & Feedback

• Gather and document feedback from lawyers and staff to assist in problem solving and future product decisions.
• Support onboarding of new staff by assisting with initial technology setup and orientation.

Service Improvement & Emerging Technologies

• Stay informed about emerging IT trends and technologies including AI, analytics, and blockchain.
• Contribute to continuous service improvement by identifying trends and proposing enhancements.

Security & Compliance

• Ensure all support activities comply with firm-wide security protocols and data protection regulations.

Other Duties

• You may be requested to carry out additional work as reasonably required.