The Senior IT Analyst provides comprehensive technology support to partners, lawyers, and business services staff through proactive, professional, and courteous handling of user requests and incidents. The role is responsible for testing and evaluating new technologies and applications鈥攊ncluding GenAI and legal tech tools鈥攑rior to deployment; planning and coordinating hardware refresh projects such as laptops and mobiles; and maintaining the health of internal and client meeting room equipment.
A key focus is to educate and empower staff to use the self-service portal, self-help resources, and Teams chat for queries, issues, and requests, promoting user self-sufficiency. The analyst will work closely with the business to improve technical knowledge and drive efficiencies and productivity.
Technology Support
Handle escalated incidents and requests from the Global IT Service Centre or other technical teams.
Provide sound advice and assistance with incident/request resolution, including escalation to appropriate groups.
Attend to local issues, queries, and requests from users; log and monitor tickets in the firm's Helpdesk system.
Support meeting room technologies, focusing on Cisco VC platforms (event testing and setup, CPD day, Global Townhall, client events).
Provide desktop hardware (including printers) and software support, including remote services (e.g., MS Authenticator, mobile devices, etc.).
Promote and educate users on the adoption of self-service portal, self-help resources, and Teams chat for queries, issues, and requests.
Participate in proactive working relationships with other Technology teams.
Analyse data and statistics for service improvements.
Perform other duties as assigned by the Technology Services Manager or Regional Technology Manager, APAC.
Service Management
Create and maintain operational documentation/knowledge database if required.
Attend weekly Change Advisory Board Meeting to discuss upcoming changes, review, and issue weekly IT maintenance notes.
Project Support
Plan and coordinate hardware refresh projects (laptops and mobiles), working with the Regional Technology Manager, Implementation Manager, and Infrastructure Team on all phases, including pilot testing, problem reporting, follow-up, support during rollout, and training as needed.
Value Added Services
Act as a technology advisor for lawyers and business services professionals, recommending appropriate tools to solve problems and demonstrating the value of GenAI and legal tech tools.
Focus on continuous improvements to the overall user experience.
Share business feedback and local initiatives with the wider regional IT team and Management Team.
Contribute to regional discussion groups by sharing local issues seen by the business.
General
Contribute to the broader regional Technology Team by generating new ideas and ways to improve service delivery.
Maintain and manage hardware assets in the office using the firm's asset management system, following policy and targets set by local/global teams.
Proactively learn and adopt new technologies, including legal technology tools and emerging technologies (e.g., GenAI, Copilot).