Senior Analyst, Deskside Support

BCLP; Greater London; On-site; GBP 45,000 - 60,000; Full time

Job summary

BCLP is seeking a Senior Analyst, Deskside Support to join our Technology team in London. You will deliver responsive, professional support and mentor junior staff while driving improvements in service quality and documentation.

Based in the London office, you will handle incidents across hardware, software, AV, and collaboration tools, escalating where needed and ensuring high levels of customer service for colleagues across the firm.

Qualifications

• Minimum five years' technology hardware and workplace support experience.
• Experience in a global professional services environment is desirable.
• Degree in a technology-related discipline and relevant certifications would be beneficial.

Responsibilities

• Provide high-quality end-user hardware and workplace tech support across the firm from the London office.
• Act as escalation point within Deskside Support and mentor junior team members.
• Support AV and meeting room technology for firmwide and global events, including remote support.
• Maintain and update support documentation and knowledge base; ensure timely resolution of incidents.

Skills

End-user support

Deskside support

Incident management

Communication

Mentoring

Problem solving

Time management

Education

Technology-related degree

Tools

Microsoft Intune

Active Directory

Exchange / O365 Admin

DHCP

Job description

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.
• Act as the primary escalation point for hardware and workplace technology incidents requiring deeper technical investigation, collaborating with wider Technology teams to improve knowledge sharing, first-time resolution and service delivery.
• Provide on-site deskside support, including installations, moves, rebuilds, hardware provisioning and workplace technology support.
• Support AV and meeting room technology, including high-profile firmwide and global events, both in person and remotely.
• Create and Host Global Video Conference calls for leadership teams and dedicated work groups.
• Take ownership of incidents, service requests, technology solutions and projects through to resolution, ensuring support documentation and knowledge articles are maintained and kept up to date.
• Assist with application support, hardware lifecycle management, stock control, asset management and third-party supplier engagement where required.
• Build relationships with key stakeholders to understand business requirements and identify opportunities to enhance the user experience through innovative technology solutions.
• Provide coaching, mentoring and knowledge sharing to junior team members to support their development and elevate service standards across the team.
• Keep abreast of current and emerging technologies, making recommendations that improve user experience and operational effectiveness.
• Demonstrate strong organisational skills, effectively managing competing priorities, meeting deadlines and communicating clearly with management, colleagues and technical teams.

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.
• Law firm experience would be advantageous.
• A degree in a technology-related discipline and relevant technical certifications would be beneficial.
• Proven experience supporting hardware and workplace technology, including laptops, mobile devices, meeting room technology and audio-visual equipment.
• Experience supporting and troubleshooting AV systems and meeting room technology.
• Demonstrable knowledge of network connectivity and TCP/IP troubleshooting.
• Experience with administration tools such as Microsoft Intune, Active Directory, Exchange, Microsoft 365 Admin Centre and DHCP.
• Strong written communication and documentation skills, including the ability to create clear user guidance and knowledge articles.
• Ability to communicate complex technical concepts clearly and confidently to non-technical stakeholders.
• Excellent customer service skills, with a professional, approachable and customer-focused manner.
• Strong interpersonal and communication skills, with the ability to engage effectively with users, colleagues, suppliers and service providers at all levels.
• A proactive, self-motivated approach, with the ability to work independently, as part of a team, and to see issues through to resolution.
• Strong organisational skills, with the ability to prioritise workloads, manage competing demands and perform well under pressure.
• Demonstrated problem-solving and diagnostic skills, gathering appropriate evidence before escalating issues where necessary.
• A collaborative team player who is comfortable sharing technical knowledge, mentoring colleagues and responding to technical queries.
• Committed to continuous learning, professional development and the sharing of knowledge and best practice across the team.
• Professional, empathetic and service-oriented, with the ability to build strong working relationships and represent the firm positively.

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:

• Polycom & Zoom telephony
• Logitech/Neat video conferencing endpoints

Platforms / Applications / Technology

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

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 [e-mail]

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.