Global Technology Support Analyst

Latham & Watkins, LLP; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A top-tier global law firm in Manchester is seeking a Global Technology Support Analyst I. This role involves providing first- and second-line technical support for various applications and systems within a 24/7 operation. Responsibilities include handling escalations, managing incidents, and providing remote access support. Ideal candidates will have proficiency in MS Office applications, a diploma or degree in a relevant field, and certifications in Microsoft Office and ITIL. A welcoming environment and a generous compensation package are offered.

Benefits

Health insurance

Pension plan

Wellness programs

Employee discounts

Qualifications

• Experience working within a technical support function.
• Experience working within the ITIL v3 or v4 Framework.

Responsibilities

• Handle escalations from Technology teams in global offices.
• Log and track support requests in ServiceNow.
• Provide Incident Response Management for major incidents.
• Provide remote access support, including wireless connectivity.
• Support mobile collaboration using Blackberry Work apps.

Skills

MS Word proficiency

MS Excel proficiency

MS PowerPoint proficiency

Education

High School Diploma or equivalent

Bachelor’s degree in Computer Science or Information Systems

Microsoft Office Master certification

ITIL v4 Foundation certification

Tools

ServiceNow

Blackberry Work apps

Job description

About Latham & Watkins

Latham & Watkins is a global law firm consistently ranked among the top firms in the world. The success of our firm is largely determined by our commitment to hire and develop the very best and brightest, creating a team that provides our clients with the highest quality of work and service. We are driven by our core values: respect, innovation, and collaboration.

About The Role

The Global Technology Support Analyst I is an integral part of Latham’s Technology & Information Services team. This role will be responsible for working in the Global Technology Support Center (GTSC), which operates 24 hours a day, 7 days a week, while providing first- and second-line support to Latham employees using various firm applications and systems, including Windows 10, Office 365, iManage, Litera Change Pro, Intapp Time (DTE), and Adobe Acrobat. This role will be located in either our Manchester office. The working hours for this shift will be Wednesday – Saturday, 1:00 pm – 11:00 pm. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence.

Responsibilities & Qualifications

Other key responsibilities include:

• Handling escalations from Technology teams located in each of our global offices
• Logging and tracking all support requests in our Service Management Toolset (ServiceNow)
• Providing Incident Response Management for major incidents experienced across the firm
• Providing remote access support, including wireless connectivity, VP, and VDI Services
• Supporting mobile collaboration using Blackberry Work apps

We’d love to hear from you if you:

• Display proficiency in MS Word, including the ability to use styles, automatic paragraph numbering, section breaks, table of contents, footnotes, headers and footers, tables, columns, mail merge, and cross-referencing
• Demonstrate proficiency in MS Excel, including the ability to create and edit spreadsheets, create and edit formulas, data manipulation (sorting, filtering, subtotals, cell concatenation, formatting spreadsheets), and formatting for printer
• Possess proficiency in MS PowerPoint, including the ability to create master slides, format slides, apply animation and special effects, various ways to print slides, and how to insert objects, pictures, and files

And have:

• A high school diploma or equivalent
• A bachelor’s degree or equivalent in Computer Science or Information Systems, preferably
• Microsoft certifications (Microsoft Office Master), preferably
• ITIL v4 FoundationA certification, preferably
• Experience working within a technical support function
• Experience working within the ITIL v3 or v4 Framework in a previous role, preferably

Benefits & Additional Information

Successful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also be provided with a generous total compensation package with bonuses awarded in recognition of both individual and firm performance. Eligible employees can participate in Latham’s comprehensive benefit program which includes:

• Health insurance as well as group income protection and life assurance
• A pension plan
• Wellness programs
• Employee discountsAnd more!

Additionally, we have a range of programming including Global Affinity Groups, which are open to all. These groups provide a firmwide platform to share experiences and advice as well as an opportunity to participate in a supportive network with common interests to help make life at the firm even better.

Latham & Watkins is an equal opportunity employer. The Firm prohibits discrimination against any employee or applicant for employment on the basis of race (including, but not limited to, hair texture and protective hairstyles), colour, religion, sex, age, national origin, sexual orientation, gender identity, veteran status (including veterans of the Vietnam era), gender expression, marital status, or any other characteristic or condition protected by applicable statute.