15h Left Deputy Manager

Company DescriptionWe are one of the largest international law firms in the world With over 30 offices across the globe we strive to exceed the expectations of our clients providing them with the highest-quality advice and legal insight which combines the firm s global standards with in-depth local expertise Our firm work and people span jurisdictions cultures and languages We offer our clients a truly international perspective We believe every career should be rewarding and stimulating - full of opportunities to learn thrive and grow That s why we re so proud of our inclusive friendly and team-based approach to work Our one firm global strategy is focused on targeted growth led by the needs of our core clients those who we can best support with the breadth and depth of Clifford Chance expertise across the sectors and geographies which matter most to them You ll find our clients in commercial and industrial sectors the financial investor community governments regulators trade bodies and not-for-profit organisations But no matter who they are or why they ve reached out to us we provide a world-class service every step of the way And that s possible thanks to the entrepreneurial spirit and conscientious approach to work that you ll find across all of our teams Whichever area of the business you join you ll become an integral part an innovative diverse and ambitious team of people Clifford Chance is a place where the brightest minds and the best of colleagues meet Job PurposeAs a desk-side 2nd line Support role providing highly customer focused face-to-face support as part of a wider team of 2nd line support analysts Working within the team of analysts supporting Delhi based users they will provide and manage technical support to the computers mobile devices and other general IT equipment applications and services In addition they will ensure they are equipped to deal with our most popular consumer devices operating systems and services They include and are not limited to OSX Win 10 and 11 Android Blackberry and Apple iOS Further support also includes MACIs Moves Adds Changes and Installations This is a very fast paced and dynamic role that requires someone that can think on their feet is very proactive and has exceptional attention detail The person must also be very structured and process driven to ensure consistent and quality service delivery Working as part of a team is key Key ResponsibilitiesWhat you will be doing Client Focus Maximise face-to-face contact with the user in any interaction whilst being mindful of the fact that we are working with typically time-starved users Provide a high degree of initiative and a willingness to accept ownership of issues and requests keeping the client s interests at the forefront of all activity When issues arise priority is to get users back up and running as quickly as possible leaving underlying investigations to 3rd line Ensure that any issues are dealt with promptly and remediated appropriately Technical Support Regularly monitor the ITSM Service Now to ensure that calls are resolved in a timely manner and to OLA Work closely with the other Technical Support Analysts and Senior Analysts to ensure a quality user experience Own resolve and escalate calls working with other resolution teams when necessary Where calls need to be escalated to another team ensure that ownership has been transferred Ensure that you continue to adapt to the ever-changing face of technology with users having services on many different hardware and software platforms Keep a well-balanced stock of key hardware items to provide a smooth and efficient service to our customers Exposure to Audio Visual technologiesOwn resolve escalate calls related to audio visuals AV video conferencing VC equipment s to ensure a quality user experience Knowledge Management Use the knowledge base to resolve calls highlighting where gaps exist or knowledge is incomplete or inaccurate Support the offshoring outsourcing of remote work by providing knowledge transfer as required Hardware Provisioning and Asset Tracking Responsible for the provisioning and then tracking monitoring and reporting of hardware asset status administering asset tracking tools and ensuring their accuracy Others You may be requested to carry out additional work as could reasonably be required from you Provide on call support for Delhi based communications and technical supportMonitoring support of Data Centre equipment s as per process guidelines Vendor coordinationQualificationsSkills and Experience Experience Strong background in Technology Support System Administration Min 12 years Should have thorough understanding on networking both passive and active Good understanding on DNS DHCP and related technologies Should have understanding on PRI ILL WAN and LAN topologies and related infrastructure deployments in data centre Worked in an infrastructure critical environment and understands how technology adds value to the business Extensive experience of consumerisation and BYOD related technologies processes and procedures that allow users to access business applications on personal devices Extensive technical working knowledge and experience of Smartphone and tablet operating systems and hardware particularly Apple iOS Android and Blackberry Extensive technical working knowledge of MS Office and Document Management System such as SharePoint iManageExtensive technical working knowledge of the range of document production management and forensics tools used in the legal sector Extensive working knowledge of MS Windows OS and hardware and software configurationExtensive experience of hardware provisioning and asset tracking monitoring and reporting Highly professional individual who can thrive in a challenging and demanding working environment the role holder will be a critical factor in helping users engage better with existing and new technology in an environment where the users are typically under high pressure Strong relationships skills Confidence in communicating at all levels in both Practice Areas and Business Services Analytical Thought Problem Solving Makes decisions that solve the immediate problem and prevent it from occurring againPrepares for potential problems and contingencies in case things go wrongTakes prompt action to resolve problems quicklyUses all relevant sources of information including the team and other colleagues to generate solutions Communicating and Influencing Uses a range of different influencing techniquesTakes account of different needs and concerns in order to effectively persuade othersCommunicates effectively with the team through structured meetings and reviews Commitment and Self-Motivation Monitors and reviews the quality of service that is provided in order to ensure that it meets exceeds client expectations Resolves any problems with clients confidentially and professionallyRemains positive even if progress is slow and solutions are dilutedDemonstrates a drive towards continual personal growth and development Working Relationships Is a valued member of IT outside their immediate teamDemonstrates credibility with stakeholders Organisational Strategic Thinking Demonstrates an understanding of what different departments do and how they work together Demonstrates an understanding of the firm s priorities - the factors which impact business performance - and the consequences of this for implementation Recognises unspoken constraints within the firm - what is and is not possible in certain situationsDemonstrates a good understanding of clients operational and environmental pressures priorities and objectives Education and ExperienceBachelor s degree or master s degree in IT or related fieldITIL Foundation or above desirableMOS Certification desirableMCSE desirableHighly developed written communication skills and capable of producing detailed and user-friendly communications to a varied audience Additional InformationEqual OpportunitiesAt Clifford Chance we understand that our true asset is our people Inclusion is good for our team and their families our firm and society We are committed to treating all employees and applicants fairly and equally regardless of their gender gender identity and expression marital or civil partnership status race colour national or ethnic origin social or economic background disability religious belief sexual orientation or age This applies to recruitment and selection terms and conditions of employment including pay promotion training transfer and every other aspect of employment We have a variety of flourishing employee networks These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement Our goal is to deliver an equality of opportunity an equality of aspiration and an equality of experience to everyone who works in our firm Find out more about our inclusive culture