The Senior Analyst, On-site IT Support will ensure the proper functioning of personal computing and office technology so that members of the law firm practice and business professionals can most efficiently and effectively accomplish business tasks. This includes receiving, prioritising, documenting, and actively resolving customer requests and escalations from the Technology Help Desk. Problem resolution will involve the use of incident management tools (ServiceNow), as well as hands-on support at the on-site level.


  • Perform hands-on fixes, including installing and upgrading software, installing hardware, managing mobile devices, implementing file backups, and configuring applications
  • Own and drive issues to resolution including escalation to specialized resources within the broader IT organization; remain engaged on issues until resolution
  • Provide technical support for client facilities such as video conferencing and audio conferencing services
  • Participate in improvements as they relate to the on-site IT environment. Serves as a subject matter expert and technical advisor to other members of the on-site service delivery team
  • Serve as an advocate for the organization’s information security management system; assists customers to work efficiently within the ISMS framework
  • Test fixes to ensure problems have been adequately resolved
  • Perform post-resolution follow-ups to customer requests
  • Evaluate documented resolutions and analyse trends for ways to prevent future problems
  • Field incoming requests from customers via both telephone and e-mail in a courteous manner
  • Build rapport with customers
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
  • Prioritise and escalate problems (when required)
  • Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution; apply diagnostic utilities to aid in troubleshooting
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
  • Understand the essential responsibilities of the position and work to continuously to build and improve the skills necessary to be proficient in the role
  • Support, operate and maintain AV equipment for live meetings and events
  • Provide support and demonstrate expert knowledge for online webinar tools and applications
  • Facilitates the IT orientation for new joiners. Under the guidance of the training team, may provide training to the offices related to the rollout of new technology offerings or updates

Skills and Experience:

  • Good experience in the field of computer science, information sciences, or related field
  • Microsoft MCP desired or other appropriate certification
  • Strong knowledge of computer hardware including Dell workstations and laptops
  • Experience with Microsoft Windows 10
  • Extensive application support experience with Microsoft Office; experience with legal applications a plus
  • Proven track record of working under Service Level Agreements and a Help Desk framework
  • Experience working in a team-oriented, collaborative environment
  • Strong understanding of the organization's goals and objectives
  • Deep understanding of how the various work groups in the organization use technology in their day-to-day work
  • Exceptional oral and written communication skills
  • Ability to conduct research into a wide range of computing issues as required
  • Ability to absorb and retain information quickly
  • Ability to present ideas in user-friendly language to non-technical staff and end-users
  • Strong attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Exceptional customer service orientation
  • Ability to represent and advocate for both the policies and procedures of the IT organization the end-users' perspective