Senior IT Support Analyst-Warsaw HUB at CliffordChance

Job Overview The Warsaw Hub of Clifford Chance is seeking to recruit a Senior IT Support Analyst. Rooted in a strong onsite presence and fully integrated within the OneEurope and Global Technology organisation, this role combines hands-on local support, senior-level technical expertise, and collaborative engagement with specialist teams and global hubs (London, Frankfurt, Hong Kong, New York, India). Technology underpins our ability to deliver legal services with accuracy, speed, and agility. As a senior member of the local team, you will not only resolve complex incidents but also act as a trusted advisor, helping lawyers and business professionals make the best use of the firm’s technology. This is a senior, visible, client-facing role that requires initiative, professionalism, and strong ownership. You will help drive innovation, promote adoption of technology, and contribute to continuous improvement across OneEurope.   Who you will work with Based in Warsaw, you will work closely with the Regional Technology Manager and collaborate with colleagues across the region and the wider global Technology teams. You will work in a team culture where communication is open, ideas are welcomed, and collaboration across offices is part of everyday work.   What you will be responsible for Senior Functional & Deskside Support • Provide high-level support for complex incidents and service requests, ensuring ownership until resolution. • Offer in-depth advisory support and guidance on Core Technology and Legal Technology applications. • Train and mentor local IT Support Analysts; contribute to regional knowledge-sharing. • Act as a senior “power user” and subject-matter expert for technology adoption within the office.Client Experience & Tech Enablement • Deliver concierge-style support via e-learning, floorwalking, 1-to-1 coaching, and Tech Hub services. • Maximise the quality of user engagement for time-starved users while maintaining efficiency. • Proactively analyse user needs and workflows; recommend tools that improve efficiency and productivity. • Advise confidently based on incomplete information, asking the right questions to diagnose root causes.Audiovisual, Meeting Room & Event Support • Set up, operate, and support AV systems, Microsoft Teams Rooms, Cisco devices, and conferencing solutions. • Conduct preventative checks, maintain room readiness, ensure safe cable management, and resolve AV issues quickly.Infrastructure Support & IMAC • Assist the Global Infrastructure team with testing, piloting, and rolling out new equipment. • Coordinate with vendors on local hardware issues. • Support IMAC activities (installs, moves, adds, changes).Project Support • Act as senior contributor for regional or global technology projects. • Participate in pilot testing, root-cause analysis, issue logging, follow-up, and rollout support. • Provide feedback to global teams, sharing user requirements and improvement opportunities.Service Management & Communication • Maintain accurate records of incidents, requests, and resolutions in ServiceNow. • Ensure timely resolution in line with SLAs, escalating when necessary. • Draft and send outage or maintenance communications for the office or region in coordination and aligned with global and regional teams. • Support Change Board reviews and produce related communication draft in coordination and aligned with global and regional teams.Asset Management • Oversee hardware provisioning, inventory accuracy, tracking, monitoring, and reporting. • Ensure the asset database remains up to date and reliable.Continuous Improvement & Documentation • Create, update, and maintain documentation, procedures, knowledge articles, and guides. • Stay informed on emerging technologies including AI, analytics, security tools, and cloud solutions. • Identify opportunities to improve service quality and efficiency.  What you will do • Windows OS, Microsoft Office, Office 365, and cloud applications. • Document Management Systems (preferably iManage). • Video conferencing, Microsoft Teams Rooms, Cisco telephony. • Mobile device management and multi-platform support (iOS, Android, macOS). • Networking fundamentals and Wi‑Fi troubleshooting. • Endpoint build, configuration, and profiling. • Being fully familiar with Service Now incident management tool or similar as any other ticketing tool would be valued • Being familiar with Scrum, Lean and Continuous improvement methodologies would be valued • Being familiar with Planner or other similar planification tools would be valued