IT Support Analyst

IT Support Analyst

Based in Luxembourg, you will provide IT support to lawyers and business professionals, working closely with the Luxembourg Technical Lead while also acting independently. You will join a collaborative, forward-thinking IT team, sharing ideas and driving continuous improvement.

Your main focus will be the Luxembourg office, but you will also work on projects with colleagues in Brussels, Amsterdam, and global Technology teams. This role offers the chance to learn from and contribute to specialist teams in our international hubs.

Success requires initiative, resilience, and teamwork, as well as a willingness to share ideas and help innovate how technology supports our people.

You will provide comprehensive, professional IT support to partners, lawyers, and business professionals in Luxembourg, ensuring prompt and courteous handling of requests and incidents. You will also educate users on office technologies to improve efficiency and productivity.

As a power user of our Core and Legal Technology applications, you will advise on best practices and configurations for legal work. You will investigate technical issues, document findings, and share knowledge with the team to enhance support.

Support will be delivered through various channels, including e-learning and desk-side visits, with occasional assistance to Brussels and Amsterdam offices.

Please note, due to the nature of this role the firm's Hybrid Working policy does not apply and it is expected that you will spend 100% of your work time in the office.

Functional Support

Provide assistance with the handling of complex incidents and requests, working with other resolution teams when necessary. Where calls need to be escalated to another team, ensure that ownership has been transferred.

Provide desktop hardware and software support including remote services (e.g. RAS/VPN, Token & secure ID, mobile devices, etc.).

Support the technologies inside the client and internal meeting rooms including video conferencing event testing and setup.

Continue to adapt to the ever-changing face of technology, with users having services on many different hardware and software platforms.

Infrastructure Support

You will assist the Global Infrastructure team to test and rollout new Infrastructure equipment in the local office.

You may occasionally be required to coordinate with the infrastructure team and the local vendors for any infrastructure hardware issues in the local office.

Project Support

You will work under the guidance of the local Technical Lead for projects coming into the local office, including pilot testing, problem reporting, follow up with issues, support during the project rollout, and attend necessary training if needed.

Client Focus

You will maximise face-to-face contact with the user in any interaction, whilst being mindful of the fact that we are working with typically time-starved users.

You will provide a high degree of initiative and a willingness to accept ownership of tasks, keeping the client's interests at the forefront of all activity.

You will ensure that any issues are dealt with promptly and remediated appropriately.

You will proactively engage with fee earners and business professionals to educate them on how to take advantage of the various technology tools and services available to them with the aim of improving efficiencies and productivity.

You will demonstrate a proactive focus on constantly improving the overall user experience with IT.

You will contribute to the broader regional IT team by generating new ideas and ways to improve the service delivered by IT.

Skills and Experience

• Fluency in English and French (spoken and written) required.
• Experience in IT training or support within the legal or professional services sector preferred.
• Familiarity with Microsoft Office, iManage, and legal document tools is an advantage.
• Strong understanding of cyber security best practices.
• Experience with templates, business documents, Apple OSX/iOS, Android, desktop/laptop setup, Wi-Fi, Cisco telephony, secure printing, mobile devices, and video conferencing is beneficial.
• Professional, resilient, and self-motivated, with a passion for technology and continuous learning.
• Strong problem-solving, consultative, and service-oriented approach.
• Excellent interpersonal and communication skills, able to engage with users at all levels and work effectively in multicultural and global teams.