Senior Analyst, Deskside Support

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 a Senior Analyst, Deskside Support to join our team. Reporting to the Manager, Deskside Support, you will have the opportunity to deliver high-quality technology support across the firm. As part of a dynamic, client-focused Technology team, you will provide responsive, professional and proactive support, helping to ensure our colleagues have the tools and services they need to work effectively.

Position overview

• Provide high-quality, customer-focused support, taking ownership of issues and escalating where appropriate to achieve timely resolution.
• Coach and mentor junior team members, sharing knowledge and raising capability across the team.
• Act as an escalation point within the Deskside Support Team
• Champion effective technology adoption and usage as part of the Deskside Support Team.
• Drive continuous improvement in service quality, efficiency and consistency through better processes, documentation and ways of working.

You’ll be responsible for:

• Provide and maintain a high standard of end-user hardware and workplace technology support across BCLP as part of the EMEA Deskside Support Team. This position is based in the London office.
• Act as a visible representative of the Technology Department, delivering high-quality support to UK offices and the wider global business across technology systems, collaboration tools, mobile devices and end-user applications.
• Accurately identify, categorise, prioritise and resolve incidents and service requests, ensuring timely resolution and a consistently high level of customer service.
• Deliver advanced hardware and workplace technology support via telephone, email and online channels, troubleshooting issues across laptops, mobile devices, meeting room technology and audio-visual services, including escalated matters.

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, skills and abilities required.

• Minimum five years' technology hardware and workplace support experience within a global professional services environment.

The role requires flexibility and an understanding of the demands of a corporate technology environment, including the need to support highly available business-critical systems and services.

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

• Hardware
• iPhones / Android
• Microsoft / Lenovo Laptops
• Printers / Multi-function devices / Fax
• Polycom & Zoom telephony
• Logitech/Neat video conferencing endpoints
• VC - Crestron & Logitech panels, Logitech Swytch, Zoom, Audio Conferencing, SIP, Microsoft Team

Platforms / Applications / Technology

• ServiceNow
• Active Directory
• Microsoft Endpoint Manager - Intune
• Duo Authenticator \ MFA methods
• Working knowledge of Exchange\O365 Admin & Mimecast Admin
• Apple Business Manager (desirable)
• Basic TCP/IP troubleshooting
• Windows 10 – admin & troubleshooting
• MS Office 2010 – 2016 / Office 365
• iOS & Android
• Remote assistance technology
• Teams, Zoom Admin
• iManage
• HighQ \ Data Sites
• Microsoft Exchange

Agencies:

Please note that BCLP does not accept speculative or unsolicited resumes submitted directly to hiring managers, partners or other employees. Candidate submissions will only be accepted from agencies that have agreed terms of business with the Recruitment Team and are submitted via the approved recruitment portal.

Any resumes submitted outside of this process will be treated as unsolicited, and BCLP reserves the right to engage such candidates without any obligation to the submitting agency, including the payment of any fees. For further information, please contact resourcing.team@bclplaw.com

At BCLP we understand the value of a workforce with diverse perspectives and experiences, 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 robust 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 applicable protected characteristic.