Senior Technical Support Analyst

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Job Description

Job Title

Senior Technical Support Analyst

Business Area

Technology Services

Job Type

Full time employee (Permanent Role)

Location

Delhi

Days/Hours of Work

Monday – Friday (an agreed 8.5-hour shift) plus, periodically additional hours as necessary to fulfil the duties required of the role.

Participation within out-of-hours/on-call support rotas as required.

Reports to

Team Lead - IT

Summary

Clifford Chance is one of the world’s leading law firms, helping clients achieve their goals by combining the highest global standards with local expertise. The firm has unrivalled scale and depth of legal resources across the three key markets of the Americas, Asia and Europe and focuses on the core areas of commercial activity: capital markets; corporate and M&A; finance and banking; real estate; tax; pensions and employment; litigation and dispute resolution.

Having Grown Steadily Over Ten Years, The Company Employs Around 700 Highly Skilled And Experienced Professionals Enabling The Organization To Successfully Support Its Client In The Following Areas

Clifford Chance Business Services (CCBS) provides a wide range of IT Enabled Services to its client/parent company, Clifford Chance LLP.

• Finance
• Information Technology
• Business & Research Solutions
• Legal Support Centre
• Document Production Unit
• Project Management and Continuous Improvement

Job Purpose Summary

As a desk-side 2 nd line Support role, providing highly customer focused face-to-face support as part of a wider team of 2 nd line support analysts.

Working within the team of analysts supporting Delhi based users, they will provide and manage technical support to the Audio Visual systems, Computers, Mobile Devices and Other General IT equipments, applications and services. In addition, they will ensure they are equipped to deal with our most popular consumer devices, operating systems and services. They include and are not limited to OSX, Win 10, Android, Blackberry and Apple iOS. Further support also include MACIs (Moves, Adds, Changes, and Installations).

This is a very fast paced and dynamic role that requires someone that can think on their feet, is very proactive and has exceptional attention to detail. The person must also be very structured and process driven to ensure consistent and quality service delivery. Working as part of a team is a key.

Key Responsibilities

Client Focus

• Maximise face-to-face contact with the user in any interaction, whilst being mindful of the fact that we are working with typically time-starved users.
• Provide a high degree of initiative and a willingness to accept ownership of issues and requests, keeping the client’s interests at the forefront of all activity.
• When issues arise, priority is to get users back up and running as quickly as possible, leaving underlying investigations to 3rd line.
• Ensure that any issues are dealt promptly and remediated appropriately.

Technical Support

• Regularly monitor the ITSM Service Now to ensure that calls are resolved in a timely manner and to OLA.
• Work closely with the other Technical Support Analysts and Functional Support Analysts to ensure a quality user experience.
• Own, resolve and escalate calls, working with other resolution teams when necessary. Where calls need to be escalated to another team, ensure that ownership has been transferred.
• Ensure that you continue to adapt to the ever-changing face of technology, with users having services on many different hardware and software platforms.
• Keep a well-balanced stock of key hardware items to provide a smooth and efficient service to our customers.
• Exposure to Audio Visual technologies and should have proven track record of successfully maintaining AV and VC systems.
• Own, resolve, escalate calls related to Audio Visuals (AV) & Video Conferencing (VC) systems to ensure a quality user experience.
• You may be requested to carry out additional work as could reasonably be required from you.

Knowledge Management

• Use the knowledge base to resolve calls, highlighting where gaps exist or knowledge is incomplete or inaccurate.
• Support the offshoring/outsourcing of remote work by providing knowledge transfer as required.

Hardware Provisioning and Asset Tracking

• Responsible for the provisioning and then tracking, monitoring and reporting of hardware asset status, administering asset tracking tools and ensuring their accuracy.

Other

• You may be requested to carry out additional work as could reasonably be required from you.

Qualifications

Experience and Qualifications

• Bachelor’s degree (Preferably from engineering background) or Master’s degree in IT or related field

Experience

• Strong background in Technology Support, Audio Visual, Video Conferencing & System Administration (Min 7+ years)
• Confident communicator
• Extensive working knowledge of MS Windows OS, and hardware and software configuration
• Extensive experience of hardware provisioning and asset tracking, monitoring and reporting
• Highly professional individual who can thrive in a challenging and demanding working environment - the role holder will be a critical factor in helping users engage better with existing and new technology in an environment where the users are typically under high pressure.
• Although not necessary experience of working in the IT/ITES sector or a similar professional services type organisation will be an advantage

Written Communications

• Good written communication skills and capable of producing detailed and user-friendly communications to a varied audience.

Core Competencies

Analytical Thought & Problem Solving

• Takes prompt action to resolve problems quickly
• Uses all relevant sources of information, including the team and other colleagues, to generate solutions

Communicating and Influencing

• Uses a range of different influencing techniques
• Takes account of different needs and concerns in order to effectively persuade others

Commitment and Self-Motivation

• Resolves any problems with clients confidentially and professionally
• Remains positive even if progress is slow and solutions are diluted
• Demonstrates a drive towards continual personal growth and development

Working Relationships

• Is a valued member of IT outside their immediate team

Organisational/Strategic Thinking

• Demonstrates an understanding of what different departments do and how they work together.
• Demonstrates an understanding of the firm’s priorities - the factors which impact business performance - and the consequences of this for implementation.
• Recognises unspoken constraints within the firm - what is and is not possible in certain situations
• Demonstrates a good understanding of clients’ operational and environmental pressures, priorities and objectives.

The Clifford Chance Principles embody what we stand for and aspire to be:

• Exceeding clients’ expectations

We are committed to helping our clients achieve their goals by providing commercially focused legal advice of the highest quality that will consistently exceed their expectations.

• Local excellence, global standards

We ensure we can benefit our clients by combining the highest global standards of business and law with local excellence of service and by maintaining the depth, quality and scale of resources necessary to meet our clients’ needs whenever and wherever they arise.

• Investing in talent

To deliver on our commitment to our clients, we recruit and develop the best people. We believe that, by delivering great client service, we will be involved in the most interesting and challenging client work and, as a result, achieve the reputation and the high levels of profitability which are essential to attracting and retaining the best people.

• An adaptable and approachable team

We believe in the power of collaboration, collegiality and teamwork and we have an open, approachable style. We expect our people to be flexible and creative and to have the desire and drive to embrace new experiences and challenges. We require everyone to put the interests of our clients and the Firm before their own.

• Strength through diversity

We are proud of our firm and value the diversity of the people and cultures within it. In our firm people succeed according to their merits.

• Community

Our strength comes from our one firm approach and our partnership ethos. They underpin our ability to deliver excellent client service and create a working environment where talented people can succeed. We are ambitious for our clients and ourselves but we understand the importance of making a positive impact on the community at large.

• An ambition for success

We are determined to be the leader of an elite group of international law firms and to be at the top of the profession in each market where we practice. Our aim is to be regarded as one of the world’s leading professional services organizations.

• Thinking ahead

To be at the forefront of the legal profession requires foresight, a desire to share ideas and a willingness to have a voice on issues of importance. We have the confidence to challenge existing thinking and to push boundaries.

Equal Opportunities

At Clifford Chance we understand that our true asset is our people. We believe that each and every one of us should experience an equality of opportunity and an equality of experience here. We are always working to develop and deliver the best and most innovative approaches to make that happen. Inclusion is good for our team and their families, our firm and society.

We are therefore committed to treating all employees and job applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.

The firm will regularly review its procedures and selection criteria to ensure that individuals are selected, promoted and otherwise treated according to their relevant individual abilities and merits.

We have a number of initiatives and networks that support our aspiration to be the Global Law Firm of choice. These include our LGBT, Gender Parity, Ethnicity and Disability networks.

Qualifications

B.Tech/BCA/B.E-IT/M.Tech/MCA

Primary Location

India-Delhi-Delhi

Work Locations

Clifford Chance, Delhi

Job

Technology

Schedule

Full-time

Shift

Day Job

Employee Status

Permanent

Job Posting

Jun 17, 2021

Unposting Date

Jul 17, 2021, 11:59:00 PM