Senior Technical Support Analyst

The role

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 Americas, Asia, and Europe, focusing on key areas of commercial activity: capital markets; corporate and M&A; finance and banking; real estate; tax, pensions and employment; and litigation and dispute resolution.

Alongside world-class legal careers, Clifford Chance offers excellent opportunities within the Business Professionals Group—the support functions that underpin its global operations. By joining this team, you will help drive innovation in service delivery and contribute to the success of a dynamic, multinational business. Business professionals are integral to the firm’s operations and critical to its continued success.

As a Senior Technical Support Analyst, you will provide highly customer-focused, face-to-face support as part of a wider team. Your responsibilities will include managing and resolving issues related to computers, mobile devices, IT equipment, applications, and services, as well as assisting with hardware refreshes. You will also deliver comprehensive support for audiovisual setups in meeting rooms and event spaces, including conferencing and web conferencing systems. Additionally, you will support internal client events, podcast sessions, video creation and editing, and video streaming.

This is a fast-paced and dynamic role that requires someone who is proactive, detail-oriented, and structured in their approach. Strong process discipline is essential to ensure consistent, high-quality service delivery. Collaboration and teamwork are key to success in this role.
 

Key responsibilities

The Senior Technical Support Analyst will join a highly collaborative team providing comprehensive technical support services, including audiovisual support delivered in person at deskside, in meeting rooms, event spaces, and via Tech Hub services across the UK region. While based in the London office, occasional travel to other locations may be required.

The role will interface with other support teams within the region and as part of the firm’s global support network. The individual will be expected to understand or quickly learn how lawyers work, in order to analyse and offer solutions that meet their technical needs. Strong listening skills and the confidence to provide advisory support using the firm’s technologies and tools are essential.

The successful candidate will have expertise in core technologies such as Windows OS, Outlook, Office 365, and cloud-based applications, with the ability to troubleshoot effectively. This position includes participation in an after-hours on-call rotation.

• Provide in-person deskside, meeting room, and event space support, along with concierge-style and advisory services via the Tech Hub, to lawyers, professional staff, and external clients.
• Set up, operate, and support audiovisual equipment, and deliver technology assistance via telephone, remote access, video conferencing, and in-person interactions.
• Work with users to analyse issues and requirements, determining the most effective solutions. Understand workflows across different areas of the firm and tailor responses based on scenarios, personas, or departmental needs.
• Maintain a strong understanding of desktop system configurations and update processes to effectively resolve recurring technical issues.
• Assist with the installation, configuration, and support of audiovisual hardware and software, including cameras, microphones, projectors, sound equipment, Microsoft Teams, and Cisco devices.
• Maintain accurate records of support requests and resolutions in ServiceNow. Monitor the ITSM tool regularly to ensure incidents and requests are handled and resolved in a timely manner and in line with SLAs.
• Own, resolve, and escalate support calls as needed, ensuring proper handover to other resolution teams when escalation is required.
• Manage hardware asset provisioning, tracking, monitoring, and reporting. Administer asset tracking tools and ensure data accuracy.
• Draft and send outage communications to the UK region.
• Support Change Board reviews and send related communications as required.
• Maintain the presentation and safety of all rooms, ensuring they are tidy, hazard-free, and that cables are securely managed.
• Conduct regular preventative checks on rooms and Tech Hub equipment, following established procedures to ensure functionality.
• Act as an advisor on core technology and legal technology applications, understanding product specifications and configurations for various legal use cases.
• Ask relevant questions to gather the information needed to resolve both obvious and root cause issues.
• Investigate beyond surface-level technical problems, conduct research, document findings, and analyse information to draw meaningful conclusions.
• Prioritise and schedule tasks effectively, escalating issues when necessary to maintain high service levels and avoid delays.
• Develop and maintain awareness of all Clifford Chance business applications to enhance service delivery.
• Stay informed about emerging IT trends and technologies, including AI, analytics, and blockchain.
• Create, maintain, review, and update documentation and processes.
• Assist with IMACs (Install's, Move's, Addition's, Change's).