Technology Support (Legal Concierge) Associate

JPMorgan Chase & Co.; City of Westminster; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading global financial firm is seeking a Technology Associate for their Legal Department. The role involves providing technical assistance for legal applications, managing ticket requests, and collaborating with various stakeholders to resolve issues. Candidates should possess strong problem-solving skills and experience with Global Technology Infrastructure and MS Office products. This position offers an opportunity to work in a dynamic environment with a focus on inclusivity and success.

Benefits

Inclusive workplace culture

Opportunity to grow and succeed

Qualifications

• Experience with Global Technology Infrastructure team or similar.
• Familiarity with desktop applications and mobile app support.
• Ability to troubleshoot network and security incidents.

Responsibilities

• Provide technical and operational support related to legal applications.
• Manage Help Desk Ticket system and administrative tasks.
• Interact with users across multiple locations for support.

Skills

Problem-solving skills

Customer service skills

Network connectivity knowledge

Tools

Global Technology Infrastructure (GTI)

MS Windows

Office 365

ServiceNow

Job description

Responsibilities

• Providing technical assistance and support related to computer systems, office mobile applications, hardware, or software.
• Act as the first line of support for requests involving Legal applications (iManage, LitHub, Passport, Legal Billing, etc.) and legal operations processes (Data Loss Protection or Outside Counsel processes, etc.)
• Address general inquiries on usage and training for legal applications (iManage, Passport, Intralinks, and legal billing) and operational processes (Data Loss Protection and Outside Counsel processes), as escalated through Legal Concierge ticket requests
• Be a problem solver for Legal users requesting help with non‑Legal specific and/or firmwide support questions
• Provide support (mostly technical, but also some operational) for our primary end users, including onsite as well as employees in other EMEA locations outside of London
• Provide administrative services including managing the Help Desk Ticket system and operational projects/tasks. IT specific skills (Global Technology Infrastructure (GTI), ServiceNow, desktop repair, enterprise systems management, Virtualization, and Active Directory, etc.)
• Good Customer Service skills – the Technology Associate will be working between users, management, IT personnel, and external service providers, as well as managing incident tickets in queues, project tasks, and creating knowledge articles.
• Be proficient in standard office software including M365 and other firmwide technologies.
• Provide support for infrastructure, interact with diverse user groups (new joiners and senior management)
• Experience with mainstream desktop applications
• Basic network connectivity and Internet (DNS, DHCP) experience
• Mobile application support across M365 and other firmwide technologies

Preferred Qualifications

• Strong problem‑solving skills with the ability to collect data, interact with diverse stakeholders, and identify technical issue root causes and solutions
• Required: Work experience with Global Technology Infrastructure (GTI) team, MS Windows, Office 365, Office Mobile, and incident metrics reporting
• Presentation skills, critical thinking, team trainings and problem‑solving
• Provide troubleshooting to quickly identify and resolve network/security related incidents across a wide array of technologies and platforms

About the Legal Department at JPMorgan Chase

The Legal Department at JPMorgan Chase manages legal and other risks, advises on products and services, interprets laws and regulations that impact the firm, and advises the firm on other matters. Our global team is made up of 2,000 lawyers and legal professionals with a reputation as thought leaders who deliver best‑in‑class services. As trusted advisors, we help the firm's clients while also safeguarding the integrity of the firm. We are committed to a culture of inclusivity and belonging, where people can grow and succeed throughout their careers while working for a first‑in‑class financial institution doing cutting‑edge work. If these values resonate with you, we would like to hear from you. J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first‑class business in a first‑class way approach to serving clients drives everything we do. We strive to build trusted, long‑term partnerships to help our clients achieve their business objectives. Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success. With large, global operations, the Legal team tackles complex issues and helps shape the regulations that affect the businesses. The group is organized into practice groups that align with the lines of business and corporate staff areas, which encourages collaboration on legal, regulatory and business developments as they arise.