Global Technology Support Analyst

About Latham & Watkins

Latham & Watkins is a global law firm consistently ranked among the top firms in the world. The success of our firm is largely determined by our commitment to hire and develop the very best and brightest, creating a team that provides our clients with the highest quality of work and service. We are driven by our core values: respect, innovation, and collaboration.

About the Role

The Global Technology Support Analyst I is an integral part of Latham’s Technology & Information Services team. This role will be responsible for working in the Global Technology Support Center (GTSC), which operates 24 hours a day, 7 days a week, while 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.

The role will be located in Manchester. It may be eligible for a flexible working schedule that allows for a hybrid and in‑office presence. Working hours for this shift will be Wednesday – Saturday, 1:00 pm – 11:00 pm.

• Handling escalations from Technology teams located in each of our global offices.
• Logging and tracking all support requests in our Service Management Toolset (Service Now).
• Providing Incident Response Management for major incidents experienced across the firm.
• Providing remote access support, including wireless connectivity and VDI Services.
• Supporting mobile collaboration using Blackberry Work apps.

We’d love to hear from you if you:

• Display proficiency in MS Word, including the ability to use styles, automatic paragraph numbering, section breaks, table of contents, footnotes, headers and footers, tables, columns, mail merge, and cross‑referencing.
• Demonstrate proficiency in MS Excel, including the ability to create and edit spreadsheets, create and edit formulas, data manipulation (sorting, filtering, subtotals, cell concatenation, formatting spreadsheets, and formatting for printer).
• Possess proficiency in MS PowerPoint, including the ability to create master slides, format slides, apply animation and special effects, various ways to print slides, and how to insert objects, pictures, and files.

And have:

• 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 Foundation
  
  A certification, preferably.
• Experience working within a technical support function.
• Experience working within the ITIL v3 or v4 Framework in a previous role, preferably.

• Health insurance as well as group income protection and life assurance.
• A pension plan.
• Wellness programs.
• Employee discounts.
• And more!

Additionally, we have a range of programming including Global Affinity Groups, which are open to all. These groups provide a firm‑wide platform to share experiences and advice as well as an opportunity to participate in a supportive network with common interests to help make life at the firm even better.

Latham & Watkins is an equal opportunity employer. The Firm prohibits discrimination against any employee or applicant for employment on the basis of race (including, but not limited to, hair texture and protective hairstyles), colour, religion, sex, age, national origin, sexual orientation, gender identity, veteran status (including veterans of the Vietnam era), gender expression, marital status, or any other characteristic or condition protected by applicable statute.