With lawyers and staff operating from more than 47 locations, working in virtually every country of the world, we have invested heavily in building a high-quality full-service practice competing at the top of the market. We are distinguished by our on-the-ground presence in the world’s key financial markets and our strengths in handling complex cross-border work.
It’s not just about our global network of offices and shared services centers; it’s the global interconnectedness of the Firm that our people, and our clients, value most. We work well together across geographic and practice boundaries. It’s one of the reasons we attract and retain cross-border work.
Our lawyers are globally minded, enterprising, collaborative and committed to excellence. Our people represent 90 nationalities and speak 80 languages. Position Summary
A Technology Support Analyst provides day to day IT support to the business. The role requires technical knowledge of a variety of technologies, good problem solving skills and above all customer service and support skills.
The primary responsibility of this role is to provide:
- Desktop Support : Working within the Support Service team to provide hardware and software support with the local office. This will entail managing user queries; assisting users with hardware and software problems; and implementing, maintaining and managing the desktop computers, laptops, printers and other hardware.
- Meeting Room Support to the business: Day to day meeting support, assisting with the coordination and setup of client and internal meetings that require computer and\or audio visual technology support. Working closely with the Guest Services team to provide a world-class service.
The duties of this role are the following:
- Provide a basic level of user support
- Respond to basic user queries and requests, providing basic advice and guidance to end users, more technical matters should be referred upwards as required.
- Deliver a high standard of customer service.
- Take ownership of any tasks or issues assigned.
- Keep end users fully informed of the progress of their support ticket at all times.
- Monitor tickets assigned to you within the Service Desk system to ensure that all tickets are resolved in an efficient manner and according to business need \ priority.
- Ensure that all work is logged and tracked through the Service Desk System
Desktop Support
- Provide hardware and software support.
- Providing day-to-day meeting support including setup of client and internal meetings requiring computer and audio visual
- support.
- Configure, support and maintain PCs and other IT equipment as required.
- Maintain accurate record of assets and all loaner devices to include: PC/laptop, smart devices, printers and peripherals including coordination and timely return of all leased equipment.
- Ensure that all computer assignment and office setups are completed before start dates.
- Undertake and assist with IT equipment moves in support of internal office moves and changes as may be required.
Meeting Support
- Work closely with local office Guest Services team and follow local office room and equipment booking procedures and ensure the meeting room(s) and equipment is available as booked
- Organize WebEx & Audio connections required for meetings.
- Work with the local office booking team to ensure you receive regular room booking reports showing equipment needed in all rooms
- Ensuring all equipment is in full working order and for presentation, computers ensure they always have the latest security patches installed.
Additional Responsibilities:
- Maintain an attitude and behavior in keeping with our Technology Guiding Principles.
- Utilization of the Service Desk ticketing system for incident assignment, resolution, and management is mandatory.
- Maintain a high level of professional and technical knowledge.
- Maintain a professional demeanor at all times.
- Overtime may be required and should be expected to meet deadlines. Advance notice will be given whenever possible.
- Approval for all overtime must be obtained, in advance when possible, from your line-manager.
- Remain flexible with shift hours and lunchtime based upon the needs of the group.
- Uphold firm, departmental and team rules and procedures.
- Contribute to team effort through communication, cooperation and coordination with other team members.
- Regular, predictable attendance is required with the mandatory utilisation of the firm’s attendance system (where in use).
- Undertake any other reasonable duties as requested by Technology management.
Qualifications
Personal Qualifications
- 6 months experience in a similar role.
- Team player who is ambitious and motivated.
- Excellent interpersonal skills and patience working with others.
- Must be able to multitask and work in a fast-paced environment.
- Must have excellent communications skills, customer service skills, problem-solving/trouble-shooting, follow-up skills and organizational skills.
- Excellent verbal and written presentation abilities.
- Capable of grasping new concepts without prior experience.
- College degree or relative work experience.
- Ability to lift or move equipment, if needed.
Technical Qualifications
- ITIL Foundation certification or practical experience of ITIL is desirable
- Knowledge of the following would be advantageous:
- Hands-on experience of providing desk side support in Microsoft \ Intel PC based environment.
- Application support knowledge of: word processing applications (MS Word), document management systems (Imanage), email applications (MS Outlook), distributed time entry programs (Intapp Time), spreadsheet and presentation applications (MS Excel/MS Powerpoint), and remote communications applications/security (Citrix/Duo).
- Exposure and/or experience with database applications.
- Knowledge of WebEx, AV support / Cisco AV.
Location & Reporting
- This is a role based in Milan
- This role reports to the IT Site Lead
Primary Location
: Italy-Milan Expected Workplace: OnsiteJob Posting
: Jun 3, 2025, 5:10:40 PM
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