Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Frankfurt
- Working Model
- Onsite
Job Summary
In this role, you will provide technical support for users in UK offices, manage incidents and requests, handle hardware and software issues as well as audio-visual systems, and work on optimizing support processes.
Job Technologies
Your role in the team
- At BCLP, we've built our firm on the foundations of thinking differently. Curious, inquisitive and unbound by tradition, we're building change within our sector and beyond.
- It starts with our people, which is why we need an Analyst, Deskside Support to join our team and support technology usage and adoption with excellent technical skills and a great customer service attitude.
- Reporting to the EMEA Deskside Support Manager, the Analyst, Deskside Support role will provide pivotal support whilst working as part of the Deskside Support Team.
- As the public face of the Technology department, the Deskside Support Analyst will provide essential support to our UK offices and our global business. They will deliver high quality support for our technology systems and hardware.
- You will act as a point of triage for all escalated incidents, ensuring the appropriate levels of technical investigation have been included, collaborating with the Senior Analysts to ensure timely resolutions are implemented.
- Proactive ticket and problem management are key responsibilities in addition to dealing with walk-ups and the provisioning of new laptops & iPhones.
- Deliver a flexible, high quality technical support by phone, email and in person.
- Provision of an excellent standard of hardware and audio visual support to all users in our UK offices as part of a regional Deskside Support team.
- Prioritize, diagnose, and resolve tickets according to agreed procedures.
- Stock and stock room management.
- Fulfill Service Requests following documented processes and procedures.
- Take ownership of customer issues and follow problems through to resolution.
- Ensure high levels of customer service, technical expertise, productivity, efficiency and quality.
- Participate in the delivery of projects, services and training.
- Recommend changes to processes and technologies to improve support.
- Interface with other IS function areas to assist in solutions and to improve service efficiency and effectiveness.
- Keeps abreast of current and emerging technologies.
- Demonstrate high levels of personal organization to ensure deadlines are met effectively.
- Shares information and ideas in a timely, clear and productive manner with management, support team and other technical resources.
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Our expectations of you
Education
- Degree in IT and/or relevant technical certifications advantageous.
- The role will require a degree of flexibility. The candidate should be familiar with the demands of a corporate IT environment and the demands of high availability for these systems.
Qualifications
- Commitment to continuous learning and knowledge sharing.
- Excellent communication skills, with the ability to explain complex technical concepts to non-technical users at all levels.
- Self-motivated and proactive, with strong troubleshooting and problem-solving skills and a determination to see issues through to resolution.
- Professional, courteous and empathetic approach, with the ability to build positive relationships with clients and colleagues.
- Able to work independently and collaboratively within a team environment.
- Comfortable working under pressure and managing multiple competing priorities.
Experience
- Previous IT support experience within a global professional services environment, supporting IS applications, hardware and audio-visual technologies.
- Law firm experience preferred, or experience within a professional services organisation.
- Strong customer service focus, committed to delivering a high-quality user experience.
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What we offer
- The chance to work within a dynamic client-focused, technology-driven team that is committed to delivering a gold standard service.
- This position may require intermittent travel domestically and internationally.
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Job Locations
This is your employer
Bryan Cave Leighton Paisner LLP
Bryan Cave Leighton Paisner LLP (BCLP) is a globally operating law firm with 32 offices in 15 countries. The firm provides a wide range of legal services in areas such as real estate, tax, finance, and corporate law. BCLP was formed in 2018 through the merger of the US law firm Bryan Cave and the UK firm Berwin Leighton Paisner.
Description
- Company Type
- Established Company
- Industry
- Law, Finance, Economics
Analyst, Deskside Support
- Location
- Frankfurt
- Working Model
- Onsite
- Diversity
- Open for all genders
- English Only
- English only required
