Analyst, Deskside Support - #2696357

At BCLP, we’ve built our firm on the foundations of thinking differently. Curious, inquisitive and unbound by tradition, we’re building change within our sector and beyond.

It starts with our people, which is why we're looking for an Analyst, Deskside Support to join our team. This role is key to supporting technology adoption and delivering an excellent end-user experience through strong technical expertise and a customer-focused approach.

Reporting to the EMEA Deskside Support Manager, the Analyst, Deskside Support will play a pivotal role within the Deskside Support team, providing high-quality technical support to colleagues across the Frankfurt office.

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.

You’ll be responsible for:

As the public face of the Technology department, the Deskside Support Analyst will provide essential support to our Frankfurt office and our global business. They will deliver high quality support for our technology systems and hardware.

You will act as a point of triage for all escalated incidents, ensuring the appropriate levels of technical investigation have been included, collaborating with the Senior Analysts to ensure timely resolutions are implemented.

Proactive ticket and problem management are key responsibilities in addition to dealing with walk-ups and the provisioning of new laptops & iPhones.

• Deliver a flexible, high quality technical support by phone, email and in person
• Provision of an excellent standard of hardware and audio visual support to all users in our Frankfurt office as part of a regional Deskside Support team.
• Prioritise, diagnose and resolve tickets according to agreed procedures
• Stock and stock room management
• 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
• Participate in the delivery of projects, services and training
• Recommend changes to processes and technologies to improve support
• Interface with other IS function areas to assist in solutions and to improve service efficiency and effectiveness
• Keeps abreast of current and emerging technologies
• 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

Skills and experience required:

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:

• Previous IT support experience within a global professional services environment, supporting IS applications, hardware and audio-visual technologies.
• Law firm experience preferred, or experience within a professional services organisation.
• Degree in IT and/or relevant technical certifications advantageous.
• Business fluent German (C1 level or above) is required, with the ability to communicate confidently with colleagues, clients, and stakeholders in both written and spoken German.
• Commitment to continuous learning and knowledge sharing.
• Excellent communication skills, with the ability to explain complex technical concepts to non-technical users at all levels.
• Strong customer service focus, committed to delivering a high-quality user experience.
• Self-motivated and proactive, with strong troubleshooting and problem-solving skills and a determination to see issues through to resolution.
• Professional, courteous and empathetic approach, with the ability to build positive relationships with clients and colleagues.
• Able to work independently and collaboratively within a team environment.
• Comfortable working under pressure and managing multiple competing priorities.
• The role will require a degree of flexibility. The candidate should be familiar with the demands of a corporate IT environment and the demands of high availability for these systems

Competencies

• Customer Focused
• Highly organized
• Strong Ability to Self-Prioritise
• Strong Communications Skills
• Strong Problem Solving Skills
• Teamwork

The successful candidate would ideally have a very good understanding of the software and hardware platforms in use:

Hardware

• iPhones / iPads

• Surface Laptops and Surface Books

• Printers / Multi-function devices

• Polycom & Zoom telephony

• Cisco video conferencing endpoints

• VC - Crestron & Logitech panels, Logitech Swytch, Zoom, Audio Conferencing, SIP

Platforms / Applications / Technology

• VMware Horizon

• Active Directory

• Intune

• WS1\AirWatch

• Basic TCP/IP troubleshooting

• Windows 10

• MS Office 2010 – 2016 / Office 365

• Teams, Zoom & WebEx

• iManage \ Work 10

• Remote assistance technology

• MFA systems & methods

• HighQ \ Data Sites

Travel

This position may require intermittent travel domestically and internationally

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by the incumbent in the position. They are not intended to be an exhaustive list of all responsibilities, duties and skills of the employee. Duties and responsibilities may change at any time with or without notice.