Deskside Support Analyst

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’re looking for a Deskside Support Analyst to join our team, bringing excellent technical skills and a strong customer‑service approach to support technology usage and drive adoption across the firm.

This Deskside Support Analyst role will provide pivotal support as part of the Deskside Support Team. In addition to typical deskside responsibilities, the role will also carry additional accountability for delivering 2nd‑line support for the firm’s Document Management System (iManage).

What’s in it for you?

The chance to work within a dynamic client-focused, technology-driven team that is committed to delivering a gold standard service.

You’ll be responsible for:

As the public face of the IS 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.

Core Responsibilities

• 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.

• Prioritise, diagnose and resolve tickets according to agreed procedures

• Stock and stock room management

• Fulfil 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.

Skills and experience required:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Previous IT experience in a global professional services environment supporting IS Applications, Hardware and Audio Visual components.

• Law firm experience preferred, or exposure to a Professional Services environment.

• A degree in IT and additional IT certifications would be advantageous.

• Strong experience with Document Management Systems and specifically iManage.

• Requires the ability to communicate effectively with users at all levels in a calm, confident and professional manner.

• Must achieve consistently high levels of customer service and have a desire to constantly enhance client service delivery.

• Is required to constantly enhance own knowledge and actively share that knowledge with others.

• Requires self-motivation and the ability to assemble diagnostic evidence to support calls prior to progressing with others. Also the ability to persist with an incident or problem until final resolution.

• Demonstrate courteous, empathetic behaviour to clients as well as an enthusiastic approach (positive talk) regarding the firm and business challenges.

• Proven self-starter who is able to work independently or as part of a team.

• Ability to work well under pressure and manage multiple competing priorities.

• Can communicate complex IS concepts to non-technical personnel.

• 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.

Competencies

• Customer Focused

• Highly organized

• Strong Ability to Self-Prioritise

• Strong Communications Skills

• Strong Problem Solving Skills

• Teamwork

The successful candidate would ideally have a very good understanding of the software and hardware platforms in use.

Hardware:

• iPhones / iPads

• Laptops

• Printers / Multi-function devices

• Polycom & Zoom telephony

• Cisco video conferencing endpoints

• VC - Crestron & Logitech panels, Logitech Swytch, Zoom, Audio Conferencing, SIP

Platforms / Applications / Technology:

• Active Directory

• Intune & Company Portal

• MS Exchange

• ServiceNow

• Apple Business Manager

• Basic TCP/IP troubleshooting

• Windows 11

• MS Office / Office 365

• Teams

• Zoom & WebEx

• iManage \ Work 10

• Remote assistance technology

• MFA systems & methods

• HighQ \ Data Sites

Travel:

• This position may require intermittent travel domestically and internationally

At Bryan Cave Leighton Paisner we understand the value of a diverse workforce and we believe people perform at their best when they can truly be themselves at work. We aim to create an inclusive environment where all our employees are valued, motivated and able to be themselves. In order to provide the best possible service to our diverse client base, we are committed to recruiting, retaining, rewarding and developing our people with regard to their abilities and contributions and without reference to their background, gender, gender identity or expression, ethnic origin, age, religion, sexual orientation, socio-economic status, political belief, disability or any other protected characteristic.