Senior IT Analyst - Shanghai

Key Responsibilities

• The Senior IT Analyst provides comprehensive technology support to partners, lawyers, and business services staff through proactive, professional, and courteous handling of user requests and incidents. The role is responsible for testing and evaluating new technologies and applications—including GenAI and legal tech tools—prior to deployment; planning and coordinating hardware refresh projects such as laptops and mobiles; and maintaining the health of internal and client meeting room equipment.
• A key focus is to educate and empower staff to use the self-service portal, self-help resources, and Teams chat for queries, issues, and requests, promoting user self-sufficiency. The analyst will work closely with the business to improve technical knowledge and drive efficiencies and productivity.

Technology Support

• Handle escalated incidents and requests from the Global IT Service Centre or other technical teams.
• Provide sound advice and assistance with incident/request resolution, including escalation to appropriate groups.
• Attend to local issues, queries, and requests from users; log and monitor tickets in the firm's Helpdesk system.
• Support meeting room technologies, focusing on Cisco VC platforms (event testing and setup, CPD day, Global Townhall, client events).
• Provide desktop hardware (including printers) and software support, including remote services (e.g., MS Authenticator, mobile devices, etc.).
• Promote and educate users on the adoption of self-service portal, self-help resources, and Teams chat for queries, issues, and requests.
• Participate in proactive working relationships with other Technology teams.
• Analyse data and statistics for service improvements.
• Perform other duties as assigned by the Technology Services Manager or Regional Technology Manager, APAC.

Service Management

• Create and maintain operational documentation/knowledge database if required.
• Attend weekly Change Advisory Board Meeting to discuss upcoming changes, review, and issue weekly IT maintenance notes.

Project Support

• Plan and coordinate hardware refresh projects (laptops and mobiles), working with the Regional Technology Manager, Implementation Manager, and Infrastructure Team on all phases, including pilot testing, problem reporting, follow-up, support during rollout, and training as needed.

Value Added Services

• Act as a technology advisor for lawyers and business services professionals, recommending appropriate tools to solve problems and demonstrating the value of GenAI and legal tech tools.
• Focus on continuous improvements to the overall user experience.
• Share business feedback and local initiatives with the wider regional IT team and Management Team.
• Contribute to regional discussion groups by sharing local issues seen by the business.

General

• Contribute to the broader regional Technology Team by generating new ideas and ways to improve service delivery.
• Maintain and manage hardware assets in the office using the firm's asset management system, following policy and targets set by local/global teams.
• Proactively learn and adopt new technologies, including legal technology tools and emerging technologies (e.g., GenAI, Copilot).

Skills and qualifications required:

• Strong spoken and written English; good spoken and written local language.
• At least 5 years' experience in a customer-facing technical deskside support role, preferably in a law firm, professional service firm, or multinational company.
• Solid knowledge of Microsoft Windows Operating Systems, Microsoft Office Suite, MS365 applications, and iManage. Microsoft Office Specialist preferred.
• Solid experience in supporting Apple and Android devices.
• Solid experience in supporting meeting room technology equipment, specifically Cisco VC platforms.
• Solid experience in supporting online meeting tools like WebEx and MS Teams.
• Knowledge in troubleshooting network-related issues (TCP/IP, DNS, VPN, Proxy).
• Experience in consumerisation and BYOD-related technologies which allow users to access business applications on personal devices.
• Good initiative; able to work well under a high-demand environment; excellent customer service skills; able to work well independently and collaboratively in a team.
• Willingness to take ownership and show initiative to achieve results.
• Strong interpersonal skills and the ability to work in a team environment.
• Strong analytical and troubleshooting skills.
• Excellent communication and professional writing skills, with the ability to explain complex information concisely.
• Knowledge of incident management and change management is essential.

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 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.

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.

Equal opportunities statement

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

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