Senior Analyst, Deskside Support

Bryan Cave Leighton Paisner LLP; Greater London; On-site; GBP 42,000 - 56,000; Full time

Job summary

Bryan Cave Leighton Paisner LLP in London seeks a Senior Analyst, Deskside Support to provide high-quality end-user hardware and workplace technology support across the UK offices and wider global business. You will act as escalation point, mentor junior colleagues, and champion adoption of technology while driving continuous service improvement.

The role reports to the Manager, Deskside Support and is based in the London office.

Qualifications

• Provide high-quality end-user hardware and workplace technology support.
• Escalate issues when required to ensure timely resolution.
• Coach and mentor junior team members to raise capability.

Responsibilities

• Provide and maintain high standard of end-user hardware and workplace technology support across BCLP as part of the EMEA Deskside Support Team. London office base.
• Act as visible representative of the Technology Department delivering support to UK offices and wider global business.
• Accurately identify, categorise, prioritise and resolve incidents and service requests with timely resolution and high service levels.
• Deliver advanced hardware and workplace technology support via phone, email and online channels including laptops, mobile devices, meeting room tech and AV services.
• Act as primary escalation point for hardware and workplace technology incidents requiring deeper technical investigation.

Skills

Customer service

Escalation handling

Team mentorship

Technical support

IT literacy

Job description

Position(s) I am Applying for

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'llbe 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.
• Act as the primary escalation point for hardware and workplace technology incidents requiring deeper technical investigation