Deskside Support Analyst

Gowling WLG
Birmingham, West Midlands
21 Feb 2018
29 Mar 2018
Role Classification
Other Professional
Contract Type

About Gowling WLG

Gowling WLG is an international law firm created by Gowlings, a leading Canadian law firm, and Wragge Lawrence Graham & Co (WLG), a leading UK-based international law firm. We built Gowling WLG to provide clients with legal services at home and around the world, and to help you succeed no matter how challenging the circumstances.

Gowling WLG clients have access to in-depth expertise in key global sectors along with a top-tier suite of legal services. With more than 1,400 legal professionals across offices in 18 cities worldwide and specialised expertise in countries around the globe, we’re positioned to help clients rise to the challenges they face – both today and tomorrow.

Main Purpose of the Job

To support Business Partners and Senior SMAs by

  • Providing expertise in applications deskside, desktop and floor support (including AV for internal client events) – technical responsibility for 2nd line services
    • maintaining key relationships with Subject Matter Experts and the external supply chain to keep core applications running
    • supporting business cases for extra investment or cost reduction to keep core applications running
  • Educating our people and clients in utilisation of systems and end point devices across all of Gowling WLG (UK) LLP offices
  • Responding to other operational requests (including office moves) as requested by the Senior SMA
  • Liaising with the Senior SMA, Service Change Lead and Service Management Lead
  • Providing or learning to provide in depth operating knowledge in at least one of the Gowling WLG core technology platform areas (DMS [iManage], Workflow, Practice Management Systems, Education and Change)
  • Staffing the 1st line service desk as necessary
  • Collaborating with colleagues in Business Solutions and Change 

Main Duties and Responsibilities

To staff the 2nd line service desk (and 1st line if necessary) to provide service users with an initial point of contact to understand and either resolve their issue or route it swiftly and correctly to a colleague for resolution

  • Providing 1st line support including call logging & documenting / core desktop support / remote takeover and escalating issues to the Senior SMA as necessary
  • keeping users informed about their Incident status at agreed intervals
  • Using technical knowledge to provide 2nd line support including:
    • deskside support – hardware / core desktop / mobile
    • floor support - AV including client set-ups
    • desktop equipment – PCRP / re-imaging and builds
    • floor support –MFD (print, copy, scan)
  • Resolving/routing other customer service requests
  • Participating in 8am to 8pm service provision shifts
  • Participating in 8pm to 8am Out-of-Hours Support (OHS) service provision team(s)
  • Ensuring proactive monitoring and reporting of recurring issues to the Senior SMA and Service Change Lead for problem management
  • To participate in other operational requests of Service Delivery, under the guidance of a Senior SMA as necessary
  • Planning and implementing the IT change requirements relating to department or office moves or setting up new offices
  • Setting up new starters – providing equipment and education
  • Working with Learning and Development to provide education and training packages
  • Working in partnership with all BIS teams to ensure knowledge is captured and shared holistically throughout BIS, via the Knowledge Management system
  • Acting in a consultative capacity for other BIS teams during project inception and delivery, proactively assessing the impact any new technology will have on the user base or Service Delivery teams and helping to mitigate any risks
  • Attending and coordinating high-profile events (e.g. seminars) and liaising closely with key stakeholders in Business Development, Events and Reception to ensure such events are delivered smoothly and seamlessly from a technology perspective
  • Consulting with the Senior SMA and the Information Security Officer to ensure that any proposed software developments or changes do not compromise the security of the firm’s data

Key skills and experience

  • Ideally an IT/Information Systems qualified graduate and/or experience of working with a range of technologies (including Microsoft) within business/operating areas of the legal profession or other professional services
  • Two or more years of IT and Business User experience, with sensitivity and commitment to business problem solving plus demonstrable experience of:
    • working within 1st & 2nd line service desks and/or floor based support teams
    • delegating simple low-tech tasks to colleagues and supervising them
    • using technical knowledge to resolve issues
    • understanding service management principles, ideally ITIL qualified
    • expertise in operating with one or more of Gowling WLG’s core technology platform areas (DMS [iManage], Workflow, Practice Management Systems, Education and Change) and willing to gain an excellent understanding of all BIS core IT systems
    • educating and knowledge sharing with colleagues
    • continuously improving self
  • Knowledge and understanding of business needs, with the ability to establish and maintain a high level of customer trust and confidence
  • Demonstrated experience and ability in successfully utilizing "soft skills" or "people skills"
  • Proven ability to collaborate, build relationships and influence individuals at all levels in a matrix-management environment (as well as with external vendors and service providers)
  • Evidence demonstrating ability to work efficiently and effectively under pressure including expertise in prioritising competing workloads

Equal Opportunities

Gowling WLG is committed both to promoting equality and diversity in the firm and to Equal Opportunities in employment. The firm believes in equality of opportunity regardless of race or racial group (including colour, nationality, ethnicity, national origins), religion, caste or belief, age, disability, gender, gender identity, gender reassignment,  sexual orientation, marriage and civil partnerships, surrogacy, adoption and parental rights. This also includes any incidents of perceptive or associative discrimination and harassment.