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Deskside Analyst
New York, NY
Job Description
A&O Shearman is a new global industry-leading law firm, with 48 offices in 29 countries worldwide. Our fluency in English law, US law, and the laws of the world's most dynamic markets, enables us to provide unmatched insight and seamless delivery to clients. We work on challenging and important deals and disputes that have the potential to shape the future.
We offer exceptional opportunities for our people; opportunities to work for the world's leading businesses; to transform the status quo, and to deliver your best work, helping you and your career to thrive, while delivering unparalleled outcomes for our clients.
Whether you're helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth-running of our operations, this is an environment where you can belong and excel. We provide first-rate training and development, we are committed to diversity, equity and inclusion and we provide support and ways of working that help you optimize your wellbeing.
What truly defines a career with us? We recruit the best and ask for the best of you. And together, we will redefine success.
Department purpose and structure
To provide an effective and professional IT support service to AOS staff and clients in accordance with the needs of the business. To this end, ensure that all software and hardware issues are resolved in a timely manner.
Role purpose
The Support Analyst will help support A&O Shearman staff and clients to ensure the needs of the business are functioning properly and efficiently.
Key relationships
This role involves acting as a reliable point of contact for users, ensuring proper functioning of equipment, and maintaining good customer relationships.
Role and responsibilities
This position reports directly to the US Deskside Manager and works closely with other members of the U.S. Information Technology team.
Key requirements
We offer exceptional opportunities for our people; opportunities to work for the world's leading businesses; to transform the status quo, and to deliver your best work, helping you and your career to thrive, while delivering unparalleled outcomes for our clients.
Whether you're helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth-running of our operations, this is an environment where you can belong and excel. We provide first-rate training and development, we are committed to diversity, equity and inclusion and we provide support and ways of working that help you optimize your wellbeing.
What truly defines a career with us? We recruit the best and ask for the best of you. And together, we will redefine success.
Department purpose and structure
To provide an effective and professional IT support service to AOS staff and clients in accordance with the needs of the business. To this end, ensure that all software and hardware issues are resolved in a timely manner.
Role purpose
The Support Analyst will help support A&O Shearman staff and clients to ensure the needs of the business are functioning properly and efficiently.
Key relationships
- Deskside is the second point of contact for internal customers and external clients, it is essential for the IT Deskside Analyst to deliver high levels of service to both these groups.
- Works closely with Support Team Managers to deliver an efficient and effective service.
- Works closely with other IT Service Management teams to ensure a seamless approach to support, service and security.
This role involves acting as a reliable point of contact for users, ensuring proper functioning of equipment, and maintaining good customer relationships.
Role and responsibilities
- Provide first class 2nd line (Deskside support) for incident resolution for all end user devices and applications used within the US region. This includes iManage, MS Office 365 applications, Adobe products, conferencing and collaboration systems and all end user devices.
- Act as a single point of contact for the Service Desk regarding IT issues and queries.
- Ensure that incidents and requests are properly logged, assigned, and tracked according to our agreed standards and procedures.
- Ensure all incidents and requests are responded to within a timely manner.
- Ensure accurate and timely updates are recorded and maintained in the IT Service Management System.
- Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimize delays.
- Pass and monitor calls to the appropriate team if cannot be resolved by self and liaise with 2nd/3rd party teams when appropriate and ensure customers are updated of events relating to their call. Follow up until resolved with the assigned.
- Record all requests for assistance accurately in the call management system, using the most appropriate source to resolve incidents.
- Appropriate escalation of incidents and requests to the US Deskside Manager in line with A&O's processes.
- Provide 2nd line support for end user hardware (laptops, printers & mobiles) and software (i.e.: Intune, Microsoft Office 365 applications, iManage & RSA token)
- Assist with office moves and setups.
- Build and test laptops and printers and manage office inventory.
- Provide 1st line coverage if required.
- The role holder is expected to consider Information Security in all aspects of their role. The role holder is also expected to promote awareness and encourage compliance with A&O's Information Security policies. The role holder is required to complete the annual Information Security awareness training within the given timeframe.
This position reports directly to the US Deskside Manager and works closely with other members of the U.S. Information Technology team.
Key requirements
- Minimum 5 years in a Deskside role is required (Law firm experience preferred) but not essential.
- Must possess excellent customer service skills. Be able to communicate effectively with customers, management, and other support teams, both verbally and written.
- Strong knowledge of supporting mobile device including Apple devices, RSA and Intune.
- Strong knowledge of iManage Work, DeskSite, Laptops, Desktops, Windows 10/11 and Apple iOS
- Experience supporting Microsoft Technologies
- Experience using Remote Support Technologies (SCCM, Team Viewer), Active Directory, and Cisco Call Manager
- Must be a quick learner with good problem-solving skills and the ability to work well under pressure.
- Excellent communication skills with the ability to communicate technical information to non-technical customers.
- Flexible, customer focused approach to service delivery.
- An enthusiasm for learning about current and new technologies.
- Goal oriented in order to meet specific, agreed metrics and maintain these.
- A good team player and willing to share skills and experience with others.
- Ability to work on own initiative.
- Please note that lifting of equipment (including but not limited to PCs, monitors and printers) will be required as part of this role.
- There is a requirement to work some weekends and perform out of hours work, office moves, PC.
- Both domestic and international travel may be required necessitating a passport and the flexibility to travel as needed.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
5+ years
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