Service Desk Analyst

The role

Clifford Chance US LLP is seeking a self-motivated, team-oriented, full-time Service Desk Analyst with a strong background in computer and mobile device support. This role is part of a broader transformation within Global Technology Services to reorient our teams and structures-enhancing user-facing technology support, streamlining operations, and embedding AI-driven efficiencies. The ideal candidate will possess excellent multitasking abilities, advanced problem-solving skills, and a proactive approach to technical support, with a strong commitment to delivering exceptional service in a dynamic, multilingual, and AI-enhanced environment. This position is based in New York and will report to the IT Service Manager.

Key Responsibilities

• Provide comprehensive support for applications including Microsoft Office, Document Management Systems (e.g., iManage), and other legal software.

• Deliver technical support for Windows 11, Azure Virtual Desktop, and mobile devices (phones/tablets).

• Support software deployment and troubleshooting via the Company Portal and Intune.

• Promote chat-first support to enable AI-assisted triage, dynamic translation, and faster resolution.

• Leverage AI tools (e.g., Microsoft Copilot) for ticket triage, troubleshooting, and knowledge base generation.

• Collaborate with infrastructure teams to support self-service and request automation services.

• Participate in weekly service desk meetings and provide status updates.

• Set up and support Teams, Cisco WebEx, and other A/V conferencing systems, especially for complex client-facing scenarios.

• Providing assistance with Wi-Fi connections.

• Support internal and external client technologies with a high service ethic.

• Create and maintain technical documentation and knowledge base articles.

• Install, troubleshoot, and administer MS Authenticator and other security tools.

• Participate in the department's on-call rotation and assist the IT Service Manager with administrative tasks.

• Contribute to the development and promotion of the Tech Hub in the office as the go-to point for physical interventions.

• Assist with technology requests such as helping clients connect to Wi-Fi and connecting Microsoft Teams meetings in conference rooms.

• Provide clerical and administrative support, as needed.

• Perform other duties and projects as assigned.

Your experience

• 2-3 years of IT support experience in a professional services environment; law firm experience preferred.

• Bachelor's degree in computer science preferred; High School Degree or equivalent required.

• Certifications in Microsoft applications, ITIL, or related fields are a plus.

• Proficiency with computer hardware, Apple devices, scanners, and printers.

• Experience with Windows 11, Azure Active Directory, and Intune.

• Experience with Cisco Webex and other A/V conferencing systems and tools.

• Strong knowledge of Office 365, SharePoint, Adobe Acrobat, and Document Management Systems.

• Availability for remote, after-hours support on a rotating basis.

• Demonstrated enthusiasm for learning and using new technologies.

• Excellent customer service, communication, and interpersonal skills.

• Strong documentation, research, and analytical abilities.

• Ability to prioritize tasks in a fast-paced environment.

• Experience with legal technology tools such as Litera Transact, High Q or Docusign is preferred.

• Embrace a multi-disciplinary support model, balancing time between Tech Hubs and video conferencing support for interactive client calls.

• Prioritize customer service attitude over deep technical specialization, while collaborating with technically skilled colleagues as needed.

• Work closely with Local Technology Advisors (LTAs) to support advanced technologies and ensure smooth handover of maturing tools.

• Stay current with emerging AI technologies and trends relevant to IT support and end-user services.

• Evaluate and recommend AI solutions to improve service desk operations and user experience.

• Guide and train end-users on effective use of AI tools embedded in productivity suites (e.g., Microsoft 365 Copilot).

• Flexibility to work outside the core business hours including overtime and weekends as needed.

• Must be able to adhere and comply with the Firm's Agile Working Policy which requires employees to work from the office at least three days each calendar week.

• Must be independently legally authorized to work in the United States.

Physical Requirements

• Ability to sit or stand for extended periods.

• Must be able to lift and transport items up to 75 lbs., including computers and peripherals.

• Manual dexterity to operate computers, tools, and related equipment.

Clifford Chance US LLP offers a comprehensive benefits and compensation package. The salary range for this role is $85,000 - 96,000. Actual salary will be commensurate with the candidate's qualifications and relevant experience.

Who we are

We are one of the largest international law firms in the world. With over 30 offices across the globe, we strive to exceed the expectations of our clients, providing them with the highest-quality advice and legal insight, which combines the firm's global standards with in-depth local expertise.

Our firm, work and people span jurisdictions, cultures, and languages. We offer our clients a truly international perspective. We believe every career should be rewarding and stimulating - full of opportunities to learn, thrive, and grow. That's why we're so proud of our inclusive, friendly, and team-based approach to work.

You'll find our clients in commercial and industrial sectors, the financial investor community, governments, regulators, trade bodies, and not-for-profit organisations. But no matter who they are or why they've reached out to us, we provide a world-class service every step of the way. And that's possible thanks to the entrepreneurial spirit and conscientious approach to work that you'll find across all of our teams.

Whichever area of the business you join, you'll become an integral part an innovative, diverse and ambitious team of people. Clifford Chance is a place where the brightest minds and the best of colleagues meet.

Equal opportunities statement

At Clifford Chance, we understand that our true asset is our people. Inclusion is good for our team and their families, our firm and society.

We are committed to treating all employees and applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.

We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement.

Our goal is to deliver an equality of opportunity, an equality of aspiration and an equality of experience to everyone who works in our firm.

Find out more about our inclusive culturehere

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