Legal IT Jobs

Senior Technical Support (2nd Line Support) – Clifford Chance, London

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Job Details

As 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 London 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 7 and 10, Android, Blackberry and Apple iOS. Further support also include 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 and. The person must also be very structured and process driven to ensure consistent and quality service delivery.

Key Responsibilities

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 Functional Support 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.

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.


• You may be requested to carry out additional work as could reasonably be required from you.

Skills and Qualifications


• Educated to A level or equivalent certifications preferred
• ITIL Foundation or above desirable
• MOS Certification desirable
• MCSE desirable


• Strong background in Technology Support
• 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 SharePoint
• Extensive 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 configuration
• Extensive 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.
• Although not necessary experience of working in the legal sector or a similar professional services type organisation will be an advantage
• Strong relationships skills. Confidence in communicating at all levels in both Practice Areas and Business Services.

Written Communications

• Highly developed written communication skills and capable of producing detailed and user friendly communications to a varied audience.

Core Competencies

Analytical Thought & Problem Solving

• Makes decisions that solve the immediate problem and prevent it from occurring again
• Prepares for potential problems and contingencies in case things go wrong
• Takes prompt action to resolve problems quickly
• Uses all relevant sources of information, including the team and other colleagues, to generate solutions

Communicating and Influencing

• Uses a range of different influencing techniques
• Takes account of different needs and concerns in order to effectively persuade others
• Communicates 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 professionally
• Remains positive even if progress is slow and solutions are diluted
• Demonstrates a drive towards continual personal growth and development

Working Relationships

• Is a valued member of IT outside their immediate team
• Demonstrates credibility with stakeholders

Company Summary

Clifford Chance is one of the world’s leading law firms, helping clients achieve their goals by combining the highest global standards with local expertise. The firm has unrivalled scale and depth of legal resources across the three key markets of the Americas, Asia and Europe and focuses on the core areas of commercial activity: capital markets; corporate and M&A; finance and banking; real estate; tax; pensions and employment; litigation and dispute resolution.

Alongside world-class legal careers, Clifford Chance offers excellent opportunities in the support functions that underpin its business operations. By joining us in business services, you will help us to innovate in the way we deliver our services and enable us to run a successful multinational business that never stands still. Business services are integral to the running of the firm and are critical to its success.

Information for Recruitment Agencies

Clifford Chance endeavours to recruit and fill vacancies directly. However, when we do need to engage with agencies, Clifford Chance operates within a preferred supplier list and will not be accepting unsolicited applications from non-PSL agencies for this role.

Equal Opportunities

It is the Firm’s policy to treat all employees and job applicants fairly and equally regardless of their gender, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. Furthermore, the Firm will ensure that no requirement or condition will be imposed without justification which could disadvantage individuals purely on any of the above grounds.

The policy applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.

The Firm will regularly review its procedures and selection criteria to ensure that individuals are selected, promoted and otherwise treated according to their relevant individual abilities and merits.

The Firm is committed to the implementation of this policy and to a programme of action to ensure that the policy is, and continues to be, fully effective. All staff are required to comply with the policy and to act in accordance with its objectives so as to remove any barriers to equal opportunity. Any act of discrimination by employees or any failure to comply with the terms of the policy will result in disciplinary action.

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