Technical Support Analyst

The role

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.

Your experience

Skills:

• Exceptional interpersonal skills, with a focus on exceptional client service, rapport-building, listening and questioning.
• Exceptional interpersonal skills, with a focus on exceptional client service, rapport-building, listening and questioning.
• Ability to work with users in a consultative manner; giving professional advice and recommendations. Having in-depth conversations with clients to better understand their goals and requirements.
• Excellent customer service skills.
• Pro-active; can recognize other issues a user may have and identifying them before the user is aware or reports the issue
• Eager to learn the latest technology and trends
• Comfortable advising without all the details; dealing with the unknown; knowing the right questions to ask; knowing where to find the answers and managing customer expectations
• Ability to work under pressure and prioritize competing demands to meet deadlines
• Strategic thinker and problem-solver
• Comfortable working in a fast-paced and changing environment
• Excellent oral and written communication skills
• Proficiency in core MS Office tools, Office 365 cloud based applications and Legal Technology tools

Experience:

• Technical experience within the legal industry preferred; this includes support experience with a Document Management System ("DMS", e.g. iManage), document formatting tools, collaboration tools, as well as other legal applications
• Support desk experience, or any other experience in the IT industry is preferred
• Legal practice experience is preferred though not essential

Qualifications:

• Ideally educated to degree level though not essential .

Who we are

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.

What we offer including our broad range of benefits and working environment

When you join Clifford Chance, you will have access to a broad range of benefits to support you across many aspects of your personal and professional life including financial, wellbeing, lifestyle, and family friendly benefits. For more information on what we offer specifically in the UK, please visit our What We Offer page on our career site. 

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.