User Support Analyst

Debevoise & Plimpton LLP is a leading international law firm with offices across the world. It has a substantial European practice with particular emphasis on international arbitration and litigation, cross-border acquisitions, capital markets transactions, private equity funds, financings and restructurings. The London office has more than 120 lawyers, including 25 partners and 13 international counsel. Over two thirds of our lawyers are UK-qualified. Our London lawyers work closely with their colleagues in New York, Paris, Frankfurt and Moscow, as well as with lawyers in our other offices. The London office has an overall count of around 240. 

The London IS team is responsible for the technology used by all users within the London Office, this includes firm issued mobile devices, telephone and videoconference systems, PCs, laptops, network and server equipment. We also provide support for meetings, manage local projects, work with external vendors and operate a helpdesk from 9am to 6pm Monday to Friday. The NY team manages the Helpdesk calls outside of these hours and there is daily communication between both teams. Due to the nature of technology and focus on providing excellent service the London Helpdesk regularly work outside of these hours. With these responsibilities the department is very busy and there will be times when moving and installing heavy IT equipment is required. A good understanding of IT systems, applications and processes is extremely important as well as being able to prioritize and being professional at all times.

• Provide remote support for iPhones and iPads,  administering RSA server and managing laptops and encryption of portable media
• Log and manage support calls using the firm’s Help Desk software
• Be proactive in the resolution of difficult issues and escalating where necessary
• Ensure that the IS Manager's requests for service are dealt with in a timely manner and to their satisfaction
• Inform or escalate to the IS Management in a timely manner any problems or issues which affect the office and its performance
• In addition, tasks include physical office moves, PC reimaging, replacing faulty hardware for users and setting up equipment for presentations and review rooms as well as video conferencing

• Experience of HEAT helpdesk call logging software and procedures
• BES server and experience with laptop and mobile devices
• A desire to help people and to solve problems
• A desire to constantly improve the levels of support in the workplace
• A customer-focused person, with an excellent service ethic, a happy disposition and a positive and flexible outlook with a ‘’can do’’ attitude.
• The ability to work under pressure and handle the demands of the role in a professional manner.
• Two years in a similar support role (preferably with an international company providing professionalservices), however this does not necessarily have to be in a law firm
• Windows 2000/2003/2008 Server, Windows XP, Windows 7, Microsoft Office 2003/2010, DOCS Open, iManage, Carpe Diem, DeltaView. Must have good support experience and an understanding of professional IS operational work practices. Experience in Windows Server Environment and procedures, Exchange, Outlook, Citrix, RSA tokens & server and remote access, Blackberry support, HP printers, BackupExec and NetBackup software. We are currently looking to migrate to Windows 7 and Office 2010 so good knowledge in these products is essential

Debevoise & Plimpton LLP is an equal opportunities employer that values diversity and welcomes applications from all suitably qualified persons regardless of their ethnicity, gender, sexual orientation, age, disability, religious practice or any other perceived differences.