Latest Job Vacancies: Senior Service Desk Analyst, Bryan Cave Leighton Paisner LLP, UAE

Senior Service Desk Analyst, Bryan Cave Leighton Paisner LLP, UAE

Purpose of job

To support technology usage and adoption in our UAE offices with excellent technical skills and a great customer services attitude.
This senior service desk role will provide pivotal support for the local offices whilst also working as part of a global team to deliver our service improvement initiatives.
This role is based in the UAE offices.

What’s in it for you?
We offer the opportunity to work locally with our UAE colleagues to elevate their use of technology, in addition to being part of a global technology-driven IS team that is committed to delivering a gold standard service.

Key responsibilities
As the public face of the IS Department, the Senior Service Desk Analyst will provide essential support to our UAE Offices and our global business as part of our follow-the-sun support model. They will deliver high quality support for our technology systems and mobile applications.
They will act as a point of triage for all escalated incidents, ensuring the appropriate levels of technical investigation have been included, collaborating with the global 3rd line teams to ensure timely resolutions are implemented.
Proactive incident and problem management are key responsibilities in addition to contributing to the wider knowledge management activities of the team.
This role may include an element of supplier liaison in areas such as managed printer services, support request escalation to third party vendors and obtaining quotes for local purchases.

Core Responsibilities
• Deliver a flexible, high quality technical support by phone, email and in person
• Provision of an excellent standard of application and systems support to all users within BCLP as part of the EMEA support team. The position is based in the UAE
• Prioritise, diagnose and resolve incidents according to agreed procedures
• 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
• Provide on-site deskside support (eg. Installs, moves, rebuilds etc)
• Proactive engagement with key stakeholders to surface requirements and user experience so that we can develop flexible and innovative ways to support BCLP personnel
• Act as a technical and process point of escalation for Service Desk analysts
• Participate in the delivery of projects, services and training
• Provide appropriate levels of coaching and mentoring to ensure the team have the relevant knowledge and skills to deliver our global service
• 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
• Manage on site asset management process
• Assist with the management of stock and asset information
• Audio visual support – meeting room and conferencing support
• 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.

Key relationships
Reporting into the IS Support Services Manager, the successful candidate will join a dedicated team to provide excellent technical support to the firms users. You will be required to liaise with other teams in the IS department to escalate technical issues through to resolution.

You will work closely with the UAE Office Manager, Office Managing Partner and other key stakeholders in the UAE to ensure local service levels are being maintained.

Experience and knowledge
• Minimum three (3) years’ IT support experience in a global professional services environment
• Law firm experience would be preferential
• A degree in IT and additional IT certifications would be advantageous
• Microsoft Office certification

Skills and competencies
• Requires an excellent telephone manner with the ability to communicate effectively with users at all levels in a calm, confident and professional manner.
• Must achieve consistently high levels of customer service and have a desire to constantly enhance client service delivery.
• Is required to constantly enhance own knowledge and actively share that knowledge with others.
• Requires self-motivation and the ability to assemble diagnostic evidence to support calls prior to progressing with others. Also the ability to persist with an incident or problem until final resolution.
• Demonstrated courteous, empathetic behaviour to clients as well as an enthusiastic approach (positive talk) regarding the firm and business challenges.
• Proven self-starter who is able to work independently or as part of a team.
• Ability to work well under pressure and manage multiple competing priorities
• Comprehensive understanding of the legal community.
• Can communicate complex IS concepts to non-technical personnel
• 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
• Leadership Skills
• Highly organized
• Strong Ability to Self-Prioritize
• 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:
Platforms / Applications / Technology
• VMware Horizon
• Active Directory
• Basic TCP/IP troubleshooting
• Windows 10
• MS Office 2010 – 2016 / Office 365
• Skype for Business
• iManage Desksite and Work 10
• Dynamics CRM
• Elite Practice Management system
• IntApp Time
• IntApp Wallbuilder
• Workshare compare
• Remote assistance technology
• VMware verify / RSA / Authenticator
• Workspace One
• Conferencing platforms : Zoom, Teams, Webex

Hardware
• iPhones / iPads
• Surface Laptops and Surface Books
• Thin client laptops and terminals
• Printers / Multi-function devices / Fax
• Polycom Skype for Business Desk Phone
• Cisco video conferencing endpoints
• Logitech conferencing equipment

Diversity, inclusion and working differently
At Bryan Cave Leighton Paisner, we understand the value of a diverse workforce and we believe people perform at their best when they can truly be themselves at work. We aim to create an inclusive environment where all our employees are valued, motivated and able to be themselves. In order to provide the best possible service to our diverse client base, we are committed to recruiting, retaining, rewarding and developing our people with regard to their abilities and contributions and without reference to their background, gender, gender identity or expression, ethnic origin, age, religion, sexual orientation, socio-economic status, political belief, disability or any other protected characteristic.
Bryan Cave Leighton Paisner is a firm with an increasingly flexible workforce and is supportive of flexible working arrangements, tailored to the individual, wherever possible.
Please feel free to speak to the Recruitment Team about the flexibility we are offering for this role.

Confidentiality
Bryan Cave Leighton Paisner will ensure all hardcopy and electronic materials containing confidential information are securely stored and accessible only to those authorised to view such content.

Agencies
Please note: we will not accept speculative CVs sent to hiring managers or partners via email. We can only accept CVs sent via the portal from agencies that have agreed terms of business with the Recruitment team. For further information, contact recruitment@bclplaw.com.

Disclosure
As a regulated firm of solicitors, Bryan Cave Leighton Paisner is required to undertake appropriate vetting of staff. In addition to completion, by applicants who accept a job offer, of a regulatory questionnaire, Bryan Cave Leighton Paisner uses a specialist provider to undertake professional verification and background checks (including through electronic data sources and directly with employers and professional bodies/regulators) on our behalf. We will also undertake certain verifications ourselves.
Bryan Cave Leighton Paisner adopts a risk-based approach to its vetting procedures, which are only undertaken with consent, and in accordance with IT, legal and regulatory obligations. For further details, please see our recruitment website www.bclplaw.com

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