Job Description
Job Purpose
As a desk-side 2nd line Support role, providing highly customer focused face-to-face support as part of a wider team of 2nd line support analysts.
Working within the team of analysts supporting Delhi based users, they will provide and manage technical support to the computers, mobile devices and other general IT equipment, applications and services. In addition, they will ensure they are equipped to deal with our most popular consumer devices, operating systems and services. They include and are not limited to OSX, Win 10 and 11, Android, Blackberry and Apple iOS. Further support also includes MACIs (Moves, Adds, Changes, and Installations)
This is a very fast paced and dynamic role that requires someone that can think on their feet, is very proactive and has exceptional attention detail. The person must also be very structured, and process driven to ensure consistent and quality service delivery. Working as part of a team is key.
Key Responsibilities
What you will be doing:
Maximise face-to-face contact with the user in any interaction, whilst being mindful of the fact that we are working with typically time-starved users.
Provide a high degree of initiative and a willingness to accept ownership of issues and requests, keeping the client's interests at the forefront of all activity.
When issues arise, priority is to get users back up and running as quickly as possible, leaving underlying investigations to 3rd line.
Ensure that any issues are dealt with promptly and remediated appropriately.
Regularly monitor the ITSM Service Now to ensure that calls are resolved in a timely manner and to OLA.
Work closely with the other Technical Support Analysts and Senior Analysts to ensure a quality user experience.
Own, resolve and escalate calls, working with other resolution teams when necessary. Where calls need to be escalated to another team, ensure that ownership has been transferred.
Ensure that you continue to adapt to the ever-changing face of technology, with users having services on many different hardware and software platforms.
Keep a well-balanced stock of key hardware items to provide a smooth and efficient service to our customers.
Exposure to Audio Visual technologies
Own, resolve, escalate calls related to audio visuals (AV) & video conferencing (VC) equipment's to ensure a quality user experience.
Use the knowledge base to resolve calls, highlighting where gaps exist, or knowledge is incomplete or inaccurate.
Support the offshoring/outsourcing of remote work by providing knowledge transfer as required.
- Hardware Provisioning and Asset Tracking
Responsible for the provisioning and then tracking, monitoring and reporting of hardware asset status, administering asset tracking tools and ensuring their accuracy.
You may be requested to carry out additional work as could reasonably be required from you.
Provide on call support for Delhi based communications and technical support
Monitoring & support of Data Centre equipment's as per process & guidelines.
Vendor coordination
Qualifications
Strong background in Technology Support & System Administration (Min 10 years).
Should have thorough understanding on networking (both passive and active). Good understanding on DNS, DHCP and related technologies.
Should have understanding on PRI, ILL, WAN and LAN topologies and related infrastructure deployments in data centre.
Worked in an infrastructure critical environment and understands how technology adds value to the business.
Extensive experience of consumerisation and BYOD related technologies, processes and procedures that allow users to access business applications on personal devices.
Extensive technical working knowledge and experience of Smartphone and tablet operating systems and hardware, particularly Apple iOS, Android and Blackberry.
Extensive technical working knowledge of MS Office and Document Management System such as SharePoint, iManage
Extensive technical working knowledge of the range of document production, management and forensics tools used in the legal sector.
Extensive working knowledge of MS Windows OS, and hardware and software configuration
Extensive experience of hardware provisioning and asset tracking, monitoring and reporting.
Highly professional individual who can thrive in a challenging and demanding working environment the role holder will be a critical factor in helping users engage better with existing and new technology in an environment where the users are typically under high pressure.
Strong relationships skills. Confidence in communicating at all levels in both Practice Areas and Business Services.
- Analytical Thought & Problem Solving
Makes decisions that solve the immediate problem and prevent it from occurring again
Prepares for potential problems and contingencies in case things go wrong
Takes prompt action to resolve problems quickly
Uses all relevant sources of information, including the team and other colleagues, to generate solutions
- Communicating and Influencing
Uses a range of different influencing techniques
Takes account of different needs and concerns in order to effectively persuade others
Communicates effectively with the team through structured meetings and reviews
- Commitment and Self-Motivation
Monitors and reviews the quality of service that is provided in order to ensure that it meets/exceeds client expectations.
Resolves any problems with clients confidentially and professionally
Remains positive even if progress is slow and solutions are diluted
Demonstrates a drive towards continual personal growth and development
Is a valued member of IT outside their immediate team
Demonstrates credibility with stakeholders
- Organisational/Strategic Thinking
Demonstrates an understanding of what different departments do and how they work together.
Demonstrates an understanding of the firm's priorities - the factors which impact business performance - and the consequences of this for implementation.
Recognises unspoken constraints within the firm - what is and is not possible in certain situations
Demonstrates a good understanding of clients' operational and environmental pressures, priorities and objectives.
Education and Experience
Bachelor's degree or master's degree in IT or related field
ITIL Foundation or above desirable
MOS Certification desirable
MCSE desirable
Highly developed written communication skills and capable of producing detailed and user-friendly communications to a varied audience.
Company Description
We are one of the largest international law firms in the world. With over 30 offices across the globe, we strive to exceed the expectations of our clients, providing them with the highest-quality advice and legal insight, which combines the firm’s global standards with in-depth local expertise.
Our firm, work and people span jurisdictions, cultures, and languages. We offer our clients a truly international perspective. We believe every career should be rewarding and stimulating - full of opportunities to learn, thrive, and grow. That’s why we’re so proud of our inclusive, friendly, and team-based approach to work.
Our one firm global strategy is focused on targeted growth led by the needs of our core clients, those who we can best support with the breadth and depth of Clifford Chance expertise, across the sectors and geographies, which matter most to them.
You’ll find our clients in commercial and industrial sectors, the financial investor community, governments, regulators, trade bodies, and not-for-profit organisations. But no matter who they are or why they’ve reached out to us, we provide a world-class service every step of the way. And that’s possible thanks to the entrepreneurial spirit and conscientious approach to work that you’ll find across all of our teams.
Whichever area of the business you join, you’ll become an integral part an innovative, diverse and ambitious team of people. Clifford Chance is a place where the brightest minds and the best of colleagues meet.
Additional Information
Equal Opportunities
At Clifford Chance, we understand that our true asset is our people. Inclusion is good for our team and their families, our firm and society.
We are committed to treating all employees and applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.
We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement.
Our goal is to deliver an equality of opportunity, an equality of aspiration and an equality of experience to everyone who works in our firm.
Find out more about our inclusive culture here
