Senior IT Support Analyst

The role As a Senior IT Support Analyst in IT Client Services Management, you will play a key role in delivering high-quality, user-focused technology support to our Delhi office. This is a hands-on role for someone who takes pride in excellent service today and is genuinely curious about how technology, including AI, can make support smarter, faster and more proactive. Who you will work with You will work closely with colleagues across our local and global IT teams to keep operations running smoothly, resolve issues and drive continuous improvement. You will thrive here if you are a confident communicator, a natural problem-solver and someone who enjoys sharing knowledge and learning from others. What you will be responsible for You will be responsible for delivering high-quality, user-focused IT support to business professionals in Delhi (and occasionally Hyderabad), troubleshooting a range of technology and legal applications and collaborating with global teams. Beyond resolving issues, you will look for patterns, anticipate needs and help us continually raise the standard of support, using modern tools, including AI, to work smarter and add more value to the people you support. What you will do •  Provide deskside and remote IT support services to the Delhi and Hyderabad offices. •  Deliver high-quality, face-to-face support, acting as a trusted advisor who helps users get the most from their technology. •  Develop an understanding of how lawyers and business professionals work so you can recommend technology that genuinely improves the way they work. •  Troubleshoot and support core technology tools (Windows, Outlook, Microsoft 365, cloud applications) and legal technology applications. •  Use AI tools, such as Microsoft 365 Copilot, as an everyday part of your work to diagnose issues, find answers faster, document solutions and improve your own productivity. •  Look beyond the individual ticket: spot recurring issues and trends, and suggest preventative fixes, self-service guidance or automation so problems are resolved before users notice them. •  Help colleagues adopt new technologies and ways of working, through coaching, quick tips and short training sessions. •  Support the end-user device lifecycle, including asset management, deployment, refresh and returns. •  Act as a power user of core technologies and support Audio/Visual system set-up. •  Provide concierge-style support via the Tech Hub, creating a welcoming, service-led experience. •  Interface with other support teams locally and globally, sharing knowledge and best practice. •  Liaise with other support levels and application support teams to identify root causes and reduce recurring problems, escalating where needed. •  Adhere to professional standards and ITIL methodology to ensure consistency in IT support. •  Participate in an on-call rotation for after-hours and weekend support. •  Stay up to date with emerging technologies, particularly AI, analytics and modern device management, and share ideas on how they could improve the service we provide.   Your experience We are looking for someone who delivers excellent service today and is energised by how technology is changing the way we work. •  Strong interpersonal and client service skills, with the ability to build rapport and ask effective questions. •  An advisory approach to working with users, providing professional advice and recommendations. •  Excellent communication skills (oral and written), with the ability to explain technology in plain, jargon-free language. •  Genuine curiosity and a hunger to learn: you actively seek out new tools, skills and better ways of working, and you are quick to put them into practice. •  Hands-on use of AI tools (for example Microsoft 365 Copilot, ChatGPT or sim