Analyst, Technology Support Services (Call Support)

Borden Ladner Gervais LLP (BLG); Vancouver; On-site; CAD 70,000 - 80,000; Full time

Job summary

A leading law firm is seeking a bilingual Analyst for Technology Support Services in Vancouver. The role involves delivering high-quality solutions, managing end-user support, and maintaining knowledge of applications. Candidates should possess strong organizational and problem-solving skills, with experience in Help Desk support becoming essential. This position promises an engaging environment and the opportunity to contribute to a diverse workplace culture.

Qualifications

• Five or more years of experience in Help Desk and/or Field Support.
• Highly proficient with computers and associated hardware/software.
• Experience in a Technology Support role within a Legal environment is a plus.

Responsibilities

• Provide first level contact and problem resolution for end users.
• Research and resolve user-reported problems.
• Manage incident and support request tickets.

Skills

Customer service

Problem solving

Bilingual (English and French)

Communication

Team player

Organizational skills

Education

University Degree or College Diploma in Information Technology

Tools

Microsoft Windows

Microsoft Office Suite

Active Directory Administration

Citrix

Job description

Analyst, Technology Support Services (Call Support)

We are BLG: Canada’s Law Firm. Our culture is one of vigilance and curiosity, Firm-wide collaboration, unfailing mutual respect and dedication. We pride ourselves on having standout talent and delivering an exceptional client experience.

We are a future-minded Firm delivering high-value advice and known for our unwavering commitment to innovation, diversity and inclusion, community involvement and talent development. Learn more about us at www.blg.com .

Purpose of the Role

The bilingual Analyst, Technology Support Services (Call Support) is responsible for delivering high quality, cost effective solutions to all levels of users. This includes support for both technology and processes. This position will be responsible for supporting the delivery of effective software application support for designated systems and handling end user service matters over the telephone and via email, including making or answering client calls, responding to emails, offering support for their needs, and deescalating issues that arise. The role is also responsible for developing and maintaining in-depth knowledge of multiple applications and serving as a consultant to others on the Help Desk.

Key Responsibilities

• Providing first level contact and problem resolution to end users, with hardware, software and application problems.
• Researching and resolving user-reported problems using available tools and following procedures and policies for the handling of support cases and their escalation.
• Providing testing and reporting results of testing conducted on new applications and/or changes to existing applications, when applicable.
• Maintaining good working knowledge of all Firm owned application software
• Manage assigned incident and support request tickets.
• Enter problems into ticketing system, resolving and closing calls. Escalate and track the resolution of issues and conduct client follow-up.
• Participate in the delivery of application project activities, as needed.
• Act as a subject matter expert (SME) with respect to assigned systems and/or functions, as needed.
• Research, plan and assist with special projects as assigned by the Director, Technology Support Services.
• Other duties as assigned by the Director, Technology Support Services.
• University Degree or College Diploma in Information Technology (or equivalent work experience and/or certificates).
• Five or more years of experience providing Help Desk and/or Field Support in a professional services or corporate environment.
• Highly proficient with computers and their associated hardware and software components.
• Expertise using recent versions of Microsoft Windows, Microsoft Office Suite, Active Directory Administration, and Citrix environments.
• Experience and working knowledge of various mobile devices and tablets and managing them via the firms Mobile Device Management System.
• Experience working in a Technology Support role supporting legal specific applications within a Legal environment would be a definite asset.
• Excellent written and verbal communication skills.

Other Requirements

• Bilingual (English and French)
• Strong customer service skills and the ability to understand and deliver exceptional client service.
• A strong team player with excellent organizational and time-management skills.
• Highly developed analytical and problem solving skills along with the ability to multi-task various priorities.
• Ability to work independently, follow instructions with minimal supervision and take initiative.
• Availability to work overtime, when necessary.
• Availability to provide on-call after-hour support and/or work the split-shift.

We are BLG: Canada’s Law Firm. Our culture is one of vigilance and curiosity, Firm-wide collaboration, unfailing mutual respect and dedication. We pride ourselves on having standout talent and delivering an exceptional client experience.

We are a future-minded Firm delivering high-value advice and known for our unwavering commitment to innovation, diversity and inclusion, community involvement and talent development. Learn more about us at www.blg.com .

Purpose of the Role

The bilingual Analyst, Technology Support Services (Call Support) is responsible for delivering high quality, cost effective solutions to all levels of users. This includes support for both technology and processes. This position will be responsible for supporting the delivery of effective software application support for designated systems and handling end user service matters over the telephone and via email, including making or answering client calls, responding to emails, offering support for their needs, and deescalating issues that arise. The role is also responsible for developing and maintaining in-depth knowledge of multiple applications and serving as a consultant to others on the Help Desk.

Key Responsibilities

• Providing first level contact and problem resolution to end users, with hardware, software and application problems.
• Researching and resolving user-reported problems using available tools and following procedures and policies for the handling of support cases and their escalation.
• Providing testing and reporting results of testing conducted on new applications and/or changes to existing applications, when applicable.
• Maintaining good working knowledge of all Firm owned application software
• Manage assigned incident and support request tickets.
• Enter problems into ticketing system, resolving and closing calls. Escalate and track the resolution of issues and conduct client follow-up.
• Participate in the delivery of application project activities, as needed.
• Act as a subject matter expert (SME) with respect to assigned systems and/or functions, as needed.
• Research, plan and assist with special projects as assigned by the Director, Technology Support Services.
• Other duties as assigned by the Director, Technology Support Services.

Key Competencies

• University Degree or College Diploma in Information Technology (or equivalent work experience and/or certificates).
• Five or more years of experience providing Help Desk and/or Field Support in a professional services or corporate environment.
• Highly proficient with computers and their associated hardware and software components.
• Expertise using recent versions of Microsoft Windows, Microsoft Office Suite, Active Directory Administration, and Citrix environments.
• Experience and working knowledge of various mobile devices and tablets and managing them via the firms Mobile Device Management System.
• Experience working in a Technology Support role supporting legal specific applications within a Legal environment would be a definite asset.
• Excellent written and verbal communication skills.

Other Requirements

• Bilingual (English and French)
• Strong customer service skills and the ability to understand and deliver exceptional client service.
• A strong team player with excellent organizational and time-management skills.
• Highly developed analytical and problem solving skills along with the ability to multi-task various priorities.
• Ability to work independently, follow instructions with minimal supervision and take initiative.
• Availability to work overtime, when necessary.
• Availability to provide on-call after-hour support and/or work the split-shift.

The expected salary range for this position is $70,000 - $80,000, depending on level of experience, region/location, and other factors.

BLG is committed to building a diverse workplace reflective of the communities we serve and to fostering an inclusive culture where Firm members feel valued, respected and inspired to thrive as their authentic selves. We value diversity of thought and the unique skills, perspectives and experience each individual brings to BLG. We welcome applications from all qualified candidates and encourage applicants from members of groups that have been historically underrepresented , including but not limited to First Nations, Métis and Inuit Peoples, racialized individuals, persons with disabilities, people who identify as women and/or LGBTQ2S+.

We also strive to provide an accessible candidate experience. Please let us know if you need any accommodations during the recruitment process.