Global Technology Support Analyst
Latham & Watkins
full-time
Posted on:
Location Type: Hybrid
Location: Manchester • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ServiceNow
About the role
- Working in the Global Technology Support Center (GTSC), which operates 24 hours a day, 7 days a week
- 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
- 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
Requirements
- 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
- Experience working within a technical support function
- Experience working within the ITIL v3 or v4 Framework in a previous role
Benefits
- Health insurance as well as group income protection and life assurance
- A pension plan
- Wellness programs
- Employee discounts
- Global Affinity Groups, which are open to all
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Windows 10Office 365iManageLitera Change ProIntapp TimeAdobe AcrobatIncident Response Managementremote access supportwireless connectivityVDI Services
Soft skills
first-line supportsecond-line supportescalation handlingcommunicationcollaboration
Certifications
high school diplomabachelor's degreeMicrosoft Office MasterITIL v4 Foundation