Job Description
The role
Key Responsibilities
The Deputy Manager, IT Client Services will join a highly collaborative team of individuals providing deskside and Tech Hub/Concierge-style Support services to the Hyderabad Region. The role will be located in the Hyderabad office but may, on occasion, require travel to another location. This role may also interface with other support teams in the region or as part of the global support network. The individual will be required to have and/or quickly gain an understanding of how lawyers/business professionals work in order to assist in analysing and offering solutions that meet their technical needs and issues. This individual will have a high degree of face-to-face interaction with lawyers and other business professionals, and will be expected to work in a consultant like manner. You will possess exceptional listening skills and confidence to offer relevant solutions through the use of technologies and tools offered at the firm.
The individual will be expected to have expertise and ability to use and troubleshoot core technology tools such as Windows OS, Outlook, Office 365 and the use of cloud based applications. In addition, they will need experience in Legal Technology applications such as Workshare Transact, Kira or similar applications in this category of technology. This position will have an on-call requirement after business hours on a rotation basis once per month.
- Provides telephone and deskside technology support including concierge-style via the Technology Lounge Visiting Centre to lawyers, business professional staff and external clients on an as needed basis.
- Adapts and adheres to professional standards and processes such as ITIL methodology to ensure consistency and common practice within IT Support are met.
- Acts as a power user of our Core Technology applications and Legal Technology application toolset both in usability and understanding of product specifications and necessary configurations for varying legal uses and applications.
- Serves as a power user and subject matter expert for our Audio/Visual systems.
- Works with users to analyse their issues and requirements and determine how best to fulfil those needs. Understands workflows and user requirements in different areas of the firm and is able to respond based on scenarios, personas and/or departmental needs.
- Understands how our desktop systems are configured and regularly updated and is able to provide a high degree of support in solving recurring issues.
- Asks the relevant questions to gain knowledge necessary to solve obvious and less obvious or root cause issues.
- Understands and is motivated to look beyond the obvious technical problem, conducts research, documents results and shows an ability to analyse and draw meaningful conclusions from information gathered.
- Prioritizes and schedules tasks, understands when to escalate problems to maintain high service levels and avoid unnecessary delays in response times.
- Acts as a liaison to other levels of support both in the region and/or part of the global network of support teams.
- Works with application support teams to identify recurring and common problems and contributes to the development of solutions which reduce them.
- Gathers and documents feedback from lawyers and business professionals to assist in problem solving, future product changes, selection etc.
- Ensures the knowledge transfer of experiences with adoption, use and requirements of Core applications and the Legal Technology toolset to others on the team to enable scalability of support.
- Shares foundational knowledge with Learning Development team of incoming technology and helps to raise awareness and aid in the preparation for wider adoption.
- Assists in the coordination of events, workshops, and demos in support of Core applications and Legal Technology toolset.
- Develops and maintains awareness and knowledge in relation to the existence, use and general functionality of all Clifford Chances business applications and any aspects specific to the India region in order to enhance the overall level of service (even if provided by global or offshore IT teams).
- Stays informed of IT trends and advanced technology on the market (AI, Analytics, Blockchain).
- Contributes product feedback to our central product management teams
- Engages in Super User communities focused on products you are an expert on
Qualifications
Your experience
Skills:
- Exceptional interpersonal skills, with a focus on exceptional client service, rapport-building, list
