The IT Support Analyst will play a pivotal role in delivering professional, high-quality IT support and assistance across all aspects of technology. Based in either the Geneva or Zurich office, the Analyst will be the sole IT support specialist in this location yet will work collaboratively as part of the broader European team.
This position requires a strong focus on providing an excellent level of customer service, as the Analyst will handle requests from all European offices, ensuring prompt and effective resolution of IT issues. The Analyst will take
ownership of these issues, demonstrating a commitment to resolving them thoroughly and efficiently.
The IT Support Analyst for Europe will report to the European Service Delivery Manager and will work closely with the IT Service Desk based in the UK.
Role and Responsibilities
• Deliver professional and consistent IT support to European offices by efficiently managing all types of incidents and requests. Ensure that every contact is logged, actioned, and responded to promptly, in alignment with IT standards, targets, processes, and SLAs. Demonstrate accountability by taking ownership of all tickets and diligently seeing them through to resolution.
• Always maintain a customer-focused approach and build relationships with key customers.
• Promoting use of the IT systems and conducting limited 1 1 training
• Investigate issues and collaborate with colleagues and technical teams and third-party suppliers as necessary.
• Configure, manage and maintain IT equipment, including laptops, multi-functional devices, printers, and
smartphones. Ensure all equipment is accurately tracked and updated in the asset management system.
• Exchange and move IT equipment as required.
• Work closely with colleagues in the UK, Middle East, and Asia.
• Assist with central Service Desk functions as required.
• Assist with the setup and support of internal and external virtual meetings and presentations.
• Alert colleagues of recurring incidents and potential issues.
• Managing a local supply of IT stock equipment and accessories
• Utilise and update the Knowledge Base while assisting with the creation and maintenance of documentation.
• Travel frequently to other offices in the region.
Qualifications and Experience
• Experience working on a busy and demanding IT Support team, ideally within a legal practice.
• Sound knowledge of supporting MS Windows and Office, particularly Outlook and Word.
• Good understanding of PC hardware and software setup and configuration.
• Knowledge of Document Management Systems, preferably iManage.
• Understanding of software deployment packages such as SCCM.
• Knowledge of legal-specific applications such as InterAction and Intapp is an advantage.
• Understanding of the ITIL principles.
Person Specification
• Fluent in French (for Geneva) or German (for Zurich), proficient knowledge of the other language (spoken and written) is desirable
• Fluent in English (spoken and written)
• Knowledge of Italian (spoken and written) is desirable
• Demonstrate excellent customer service skills, with the ability to convey technical information to nontechnical staff and maintain good interpersonal relationships at all levels within the firm and IT team.
• Exhibit strong time management and organisational skills, ensuring deadlines are met and staff needs are addressed promptly.
• Remain calm under pressure, applying good analytical skills to problem-solving.
• Show adaptability to changing requirements and technologies, and flexibility in working hours, including outside of core hours.
• Work independently and collaboratively as part of a team, taking responsibility for tasks and outcomes.
• Highly motivated and methodical.
Competencies
• Collaborative working
• Integrity and respect
• Inclusive
• Personal impact and growth
• Driving high standards
• Commercial mindset
• Client - centric
• Responsible Business
• Critical thinking
• Ethical practice
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