Location
Canary Wharf, London

Hours
Full Time - Hybrid working following a balanced hybrid approach in line with business needs and company policy

Salary
Negotiable

About the Role
The Technical Support Analyst will join a collaborative team providing deskside and Tech Hub concierge-style support services across the London Region. Primarily based in the London office, occasional travel to other locations may be required. This role involves close interaction with lawyers and business professionals, requiring a strong understanding of legal workflows and technology needs. The role demands consultative engagement, exceptional listening skills, and confidence in recommending solutions using the firm’s technology tools.

Key responsibilities include providing in-person deskside, meeting room, and event space support; delivering concierge-style advisory services; maintaining the presentation and safety of rooms and equipment; setting up and supporting audiovisual and collaboration technology such as Microsoft Teams and Cisco devices; assisting with AV control room functions for high-profile meetings; analysing and resolving technical issues; maintaining desktop and application support knowledge; managing incident documentation and hardware assets; liaising with regional and global support teams; supporting user onboarding and engagement; and contributing to continuous service improvement while ensuring compliance with security and data protection protocols.

The role offers opportunities to work with emerging technologies including AI, analytics, and blockchain, and to support technology adoption through events, workshops, and demos. Additional duties may be assigned as reasonably required.

Experience
- Technical experience within the legal industry is preferred, including support with Document Management Systems (e.g., iManage), document formatting, collaboration tools, and other legal applications.
- Support desk or IT industry experience is preferred.
- Legal practice experience is advantageous but not essential.

About you
- Exceptional interpersonal skills focused on client service, rapport-building, listening, and questioning.
- Ability to work consultatively, providing professional advice and recommendations.
- Skilled at engaging in-depth conversations to understand client goals and requirements.
- Proactive in identifying issues before they are reported.
- Eager to learn and adapt to the latest technology and trends.
- Comfortable advising in uncertain situations and managing customer expectations.
- Able to work under pressure, prioritize competing demands, and meet deadlines.
- Strategic thinker and problem solver.
- Comfortable working in a fast-paced, changing environment.
- Excellent oral and written communication skills.
- Proficient in MS Office, Office 365 cloud applications, and legal technology tools.

Qualifications
Ideally educated to degree level, though this is not essential.