IT Support Analyst at CliffordChance

Who you will work with As the sole IT Support Analyst in the Brussels office, you will independently manage IT support tasks and you will work in a team managing IT support tasks and serve as one of the many points of contact for IT-related issues. While you will be part of the broader European IT team and have access to regional and global support, your day-to-day operations will require a high degree of autonomy and self-reliance. Whilst Brussels based and focused, you will be part of the wider network of European offices, working in close collaboration with your colleagues in Luxembourg and Amsterdam. You will help to ensure consistency of functional support in your office. To that end, some international support and travel might occur, although expected very limited. Our Technology team provides customer support in every office. It also operates over several global hubs, with service and infrastructure hubs in London, Frankfurt, Warsaw, Hong Kong, New York and two Centres of Excellence in India. You will be closely aligned to the local business but will also become part of the regional and global network. Our team is a collection of specialists with deep domain expertise across the full spectrum of technology, all of which are key to our work. The rich wealth of knowledge and deep functional expertise that is present within the global teams as a result means there is always someone who can help you.   What you will be responsible for The IT Support Analyst is responsible at local level for ensuring that a comprehensive IT support service is provided to the partners, lawyers and business professionals, through proactive, professional and courteous customer request and incident handling. This position is also responsible for working closely with the users to educate them on the technologies deployed within the office and on the desktop, with the aim of improving efficiencies and productivities. The IT Support Analyst acts as a power user of both our Core Technology applications and Legal Technology application toolset both in usability and understanding of product specifications and necessary configurations for varying legal uses and applications. The IT Support Analyst understands and is motivated to look beyond the obvious technical problem, conducts research, documents results and shows an ability to analyze and draw meaningful conclusions from information gathered. The IT Support Analyst ensures the knowledge transfer of experiences with adoption, use and requirements of Core Technology applications and the Legal Technology toolset to others on the team to enable scalability of support. You will be responsible for delivering quality and efficient functional support to all users in Clifford Chance's Brussels office. Support will be provided via a number of channels (e-learning, floorwalking, 1-2-1 desk-side visits, etc.) to optimise the resources and minimise the impact on fee earners' time.   What you will do Functional Support You will provide sound advice and assistance with the handling of complex incidents and requests, working with other resolution teams when necessary.  Where calls need to be escalated to another team, you will ensure that ownership has been transferred. You will provide desktop hardware (including printers) and software support including remote services (e.g. RAS/VPN, Token & secure ID, mobile devices, etc.) You will be responsible for supporting the technologies inside the client and internal meeting rooms including the video conferencing event testing and setup. You will ensure that you continue to adapt to the ever-changing face of technology, with users having services on many different hardware and software platforms. Infrastructure Support You will assist the Global and Regional Infrastructure team to test and rollout new Infrastructure equipment in the local office. You will provide weekend or out of hours support (on site or remotely) and testing after system changes performed by the Infrastructure Team, the Global Shared Service Centre, or the vendor if necessary. You will coordinate with the Infrastructure team and the local vendors for any infrastructure hardware issues in the local office. Project Support You will work with the Regional Technology Managers and Implementation Manager on all phases for projects coming into the local office, including pilot testing, problem reporting, follow up with issues, support during the project rollout, and attend necessary training if needed. Client Focus You will 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. You will provide a high degree of initiative and a willingness to accept ownership of tasks, keeping the client's interests at the forefront of all activity. You will ensure that any issues are dealt with promptly and remediated appropriately. You will proactively engage with fee earners and business professionals to educate them on how to take advantage of the various technology tools and services available to them with the aim of improving efficiencies and productivity. You will demonstrate a proactive focus on constantly improving the overall user experience with IT. You will contribute to the broader regional IT team by generating new ideas and ways to improve the service delivered by IT. Procurement You will assist with the management of the relationship with local vendors. You will maintain and manage hardware assets in the office. You will provide input to prepare the local IT budget and assist in the planning, implementing and managing of a business-aligned IT budget.