Senior Analyst, Deskside Support

At BCLP, we’ve built our firm on the foundations of thinking differently. Curious, inquisitive and unbound by tradition, we’re building change within our sector and beyond.

It starts with our people, which is why we need a Senior Analyst, Deskside Support to join our team. Reporting to the Manager, Deskside Support, you will have the opportunity to deliver high-quality technology support across the firm. As part of a dynamic, client-focused Technology team, you will provide responsive, professional and proactive support, helping to ensure our colleagues have the tools and services they need to work effectively.

Position overview

• Provide high-quality, customer-focused support, taking ownership of issues and escalating where appropriate to achieve timely resolution.
• Coach and mentor junior team members, sharing knowledge and raising capability across the team.
• Act as an escalation point within the Deskside Support Team
• Champion effective technology adoption and usage as part of the Deskside Support Team.
• Drive continuous improvement in service quality, efficiency and consistency through better processes, documentation and ways of working.

You’ll be responsible for:

• Provide and maintain a high standard of end-user hardware and workplace technology support across BCLP as part of the EMEA Deskside Support Team. This position is based in the London office.
• Act as a visible representative of the Technology Department, delivering high-quality support to UK offices and the wider global business across technology systems, collaboration tools, mobile devices and end-user applications.
• Accurately identify, categorise, prioritise and resolve incidents and service requests, ensuring timely resolution and a consistently high level of customer service.
• Deliver advanced hardware and workplace technology support via telephone, email and online channels, troubleshooting issues across laptops, mobile devices, meeting room technology and audio-visual services, including escalated matters.
• Act as the primary escalation point for hardware and workplace technology incidents requiring deeper technical investigation, collaborating with wider Technology teams to improve knowledge sharing, first-time resolution and service delivery.
• Provide on-site deskside support, including installations, moves, rebuilds, hardware provisioning and workplace technology support.
• Support AV and meeting room technology, including high-profile firmwide and global events, both in person and remotely.
• Create and Host Global Video Conference calls for leadership teams and dedicated work groups.
• Take ownership of incidents, service requests, technology solutions and projects through to resolution, ensuring support documentation and knowledge articles are maintained and kept up to date.
• Assist with application support, hardware lifecycle management, stock control, asset management and third-party supplier engagement where required.
• Build relationships with key stakeholders to understand business requirements and identify opportunities to enhance the user experience through innovative technology solutions.
• Provide coaching, mentoring and knowledge sharing to junior team members to support their development and elevate service standards across the team.
• Keep abreast of current and emerging technologies, making recommendations that improve user experience and operational effectiveness.
• Demonstrate strong organisational skills, effectively managing competing priorities, meeting deadlines and communicating clearly with management, colleagues and technical teams.

Skills and experience required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the…