End User Compute Support Analyst

Allen & Overy is a leading global law firm operating in over thirty countries. By turning our insight, technology and talent into ground-breaking solutions, we’ve earned our reputation as a firm that leads the industry and opens up new possibilities in law. The nature of law is changing and with that change brings unique opportunities. We are defined by our consistent commitment to creating a collaborative and supportive working culture and investing in your progress. We’re committed to supporting a culture that drives diversity and inclusion. Every day, we’re working hard to create an environment where you feel you can bring your authentic self to work. Joining our global team, you’ll discover what collaborating on a global scale really looks like; you’ll learn how to help drive change; and you’ll be at the heart of an organisation that’s defining the future of law. If you’re ready to find a place to thrive: It’s Time.

**Department purpose**
The Technology Services department is responsible for providing world class support and services to our business all across the globe. The IT Service Management team is part of Technology Services, and operates all of the IT services and infrastructure for the firm.

**Role context and purpose**
The EUC Support Analyst is accountable for supporting and maintaining the following areas:

- EUC hardware support (laptops/desktops/iPhones/iPads/all peripherals)
- On-going support, maintenance, patching and administration of EUC Operating Systems - Windows, iOS, iPadOS, Windows 365

The remit of this team is global and extends to all aspects of 3rd line support relating to the infrastructure and services, independent of location.

The role involves:

- The EUC Support Analyst will look beyond the desktop, supporting the standards on all customer end point devices - including but not limited to laptops, iPads, iPhones and all associated peripherals.
- Providing 3rd line support and maintenance in the following areas:

Zscaler + VPN - client side support
- Providing 3rd line support for the timely resolution of incidents and problems
- Executing regular maintenance and monitoring tasks
- End-to-end ownership of incidents, ensuring accurate and timely updates are maintained
- Accountable for the management and maintenance of systems and services, by ensuring they are fit for purpose and available at all required times.
Bringing new releases into production.
Keeping within operational targets; for example ‘problem record’ targets; ‘age of incident’ targets; and ‘backup assurance’.
- Supporting the firm’s environmental goals and initiatives.
**Role and responsibilities**
Architecture & Technology Planning
- Understand the relevant technology standards and roadmaps

Application and Infrastructure Support
- Works with the Team Leader to ensure effective, seamless support for end users to include:

Ensure effective hand-offs between teams;
- Ensure effective, reliable and efficient end to end processes (internal and external) are in place;
- Embed continuous improvement and leading by example;
- Operate within Service and Operational Level Agreements and performance reporting; and
- Ensure customer satisfaction levels (for example, as reported in the Customer Satisfaction Survey) are maintained and reflect business requirements.
- Maintain appropriate documentation (including knowledge bases containing known issues /workarounds and support handbooks) for effective 3rd line support

Service Delivery
- Diagnose all incidents/problems escalated to 3rd line support and identify root cause and actions required to maintain or improve service levels
- Develop implementation plans for dealing with requests for change; evaluate risks to the integrity of the service inherent in proposed implementations; seek authority for those activities; and undertake review of effectiveness of change implementation.
- Define and deliver continuous improvement programmes, in conjunction with the Team Leader, so that, where applicable, systems deliver an improved performance to the business.
- Enhancements and improvements to services should be delivered by the appropriate governance authority; and
- Maintain a culture of continual improvement and problem solving.

Build and Implementation
- Provide specialist guidance information to the Support, Systems Testing and Quality Assurance functions
- Ensure that documentation and training materials are created and are suitable

Risk Management
- Refer to domain experts for guidance on specialised areas of risk, such as architecture and environment.
- Take part in audits and risk assessments as directed by the Global Application and Security Manager.
- Participate in disaster recovery rehearsals to prove their effectiveness.

Quality, Methods & Tools
- Strive for improvements to processes by suggesting changes in approach and use of industry best practices, typically using recognised models.
- Provide advice to management on ways o