Senior Deskside Support Analyst

**Department**:
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**Technology**

**Office location(s)**:
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**Paris**

**Reports To**:
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**Head of Technology Service Delivery**

**Position overview**
Support technology usage and adoption as part of the Deskside Support Team

Provide excellent support, escalate and resolve issues

Mentor junior team members and share advanced skills

Contribute to the increased efficiency and quality of the support service, through improved processes and support methods

**What’s in it for you?**
The chance to work within a dynamic client-focused technology-driven team that is committed to delivering a gold standard service.

**Responsibilities**

Working at the highest standard the analyst will accurately identify, categorise, prioritise and manage incidents and service requests through to a timely resolution to support business efficiency.

Deliver an advanced level of hardware support, troubleshooting issues with the firm’s laptop, mobile and AV devices.

To provide clear direction, training and mentorship to junior team members to assist in their development and improve service levels.

The Senior Deskside Support analyst will be the point of contact for hardware incident escalation requiring further technical investigation. They will collaborate and build relationships with the wider support and technical teams to ensure knowledge feeds back into the team aiding further development and speeding up resolution time.

This role may include an element of supplier liaison in areas such as managed printer services, support request escalation to third party vendors and stock management.

**Core Responsibilities**
- Provision of an excellent standard of hardware to all users in our Paris office as part of a regional Deskside Support team.
- Prioritise, diagnose and resolve incidents according to agreed procedures
- Fulfil Service Requests following documented processes and procedures
- Take ownership of customer issues and follow problems through to resolution
- Ensure high levels of customer service, technical expertise, productivity, efficiency, and quality
- Interface with other IS function areas to seek solutions, improve service efficiency and broaden team knowledge
- Provide on-site deskside support (e.g. Installs, moves, rebuilds etc.)
- Prepare and maintain appropriate provision of end user hardware
- Assist with the management of stock and asset information
- Proactive engagement with key stakeholders to surface requirements and user experience so that we can develop flexible and innovative ways to support BCLP personnel
- Effective support to high profile global and firm wide AV events, in person and remotely
- Take ownership of support for technology solutions and projects with mínimal supervision ensuring support knowledge base is kept updated
- Mentor junior team members to expand their skills and knowledge and elevate the support provided to the business
- Keeps abreast of current and emerging technologies, making recommendations to improve the user experience
- Demonstrate high levels of personal organization to ensure deadlines are met effectively
- Shares information and ideas in a timely, clear and productive manner with management, support team and other technical resources.

**Essential experience and qualifications**

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, skill, and/or ability required.
- Minimum three (3) years’ IT hardware support experience in a global professional services environment
- Law firm experience would be preferential
- A degree in IT and additional IT certifications would be advantageous
- Microsoft Office certification
- Proven background in IT hardware support, resolving issues with Laptop, mobile and AV devices.
- Requires an excellent telephone manner with the ability to communicate effectively with users at all levels in a calm, confident and professional manner.
- Must achieve consistently high levels of customer service and have a desire to constantly enhance client service delivery.
- Is required to constantly enhance own knowledge and actively share that knowledge with others.
- Ability to deal professionally and communicate clearly, concisely and in an informational and instructional way both verbally and in writing to internal and external clients on all levels.
- Requires self-motivation and the ability to assemble diagnostic evidence to support calls prior to progressing with others. Also the ability to persist with an incident or problem until final resolution.
- Demonstrated courteous, empathetic behaviour to clients as well as an enthusiastic approach (positive talk) regarding the firm and business challenges.
- Proven self-starter who is able to work independently or as part of a team.
- Ability to work well under pressure and manage multiple competing priorities
- Comprehensive understanding of the legal community.
- Can com