Allen & Overy is a leading global law firm with offices in over 30 countries. They are known for their exceptional client service, innovative approach, and collaborative work environment.
About the RoleThis is a fantastic opportunity to gain experience working for a top law firm and learn about their unique IT approach. As a Deskside Support Analyst, you will play a vital role in ensuring Allen & Overy staff and clients have the technology they need to succeed.
Responsibilities- Provide 2nd line (in-person) support to resolve technical issues for users in the US.
- Troubleshoot and resolve problems with software like iManage, MS Office 365, and Adobe products.
- Act as a single point of contact for the Service Desk regarding IT issues.
- Manage and track incidents according to established procedures.
- Ensure timely resolution of incidents and requests.
- Communicate effectively with users, management, and other teams.
- Build and maintain positive relationships with clients.
- Assist with office moves and equipment setup.
- Complete tasks on time and meet agreed-upon metrics.
- Maintain a strong understanding of information security policies.
- Minimum 5 years of experience in a Deskside support role (law firm experience a plus).
- Excellent customer service skills with strong written and verbal communication.
- In-depth knowledge of supporting mobile devices (Apple, RSA, Intune).
- Proficiency in iManage Work and DeskSite.
- Strong understanding of Windows 10/11, Apple iOS, and laptop/desktop hardware.
- Experience supporting Microsoft Office 365, Teams, OneDrive, etc.
- Familiarity with remote support tools (SCCM, TeamViewer).
- Experience with Active Directory and Cisco Call Manager.
- Ability to learn quickly, solve problems, and work under pressure.
- Excellent communication skills, especially for explaining technical concepts to non-technical users.
- Flexible, customer-focused approach to service delivery.
- Enthusiasm for learning new technologies.
- Goal-oriented and able to meet performance metrics.
- Strong teamwork skills and willingness to share knowledge.
- Ability to work independently.
- Must be able to lift equipment (PCs, monitors, printers).
- Ability to work weekends, out of hours, and during office moves.
- Valid passport and willingness to travel domestically and internationally (may be required).
**We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, ethnic origin, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.**
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