IT Technical Support Analyst (m/w/d)

IT Service Delivery at Watson Farley & Williams (WFW) is an evolving and important part of the business working towards bridging the gap between service and customer experience. As the Firm grows, our IT services need to transform and improve so that we can continue to support the needs of our users and their clients. YOUR ROLE:

  • You will be responsible for delivering excellent customer service and high levels of first point of contact technical resolution for all supported IT systems and services as part of our global IT Service Desk incl. global telephone support for the WFW business in addition to deskside support for the regional offices.
  • You will form part of our global follow-the-sun service desk, working with their global peers to resolve or escalate all incoming issues and you will also provide local deskside support for the Hamburg office as and when required:
    - Adherence to all IT Service Desk and service delivery processes (ITIL incident management) for ticket management, call logging and reporting
    - User Administration for new joiners, leavers and other IT processes
    - Global telephone support for reported incidents; resolution and escalations in line with agreed processes and procedures
    - Adherence to IT security processes ((e.g. security, data loss prevention, acceptable use, change management) essential to maintaining the integrity of our IT systems and services
    - Provision of technical user support for all supported IT hardware, phones, applications and services
    - Support for meeting rooms and the installed audio-visual equipment
  • You will work closely with the IT department to develop and implement the service excellence to support and contribute to the organisation’s corporate goals and business objectives to support the delivery of the IT Services strategy and the implementation of the IT vision i.e. an agile work environment for WFW users
  • You will effectively support internal communication channels within the IT department to encourage a “one-team” culture within the department across the world
  • You will build and maintain effective relationships across of the IT department and the firm to develop a clear understanding of business needs; ensures cost-effective delivery of IT services to meet those needs incl. provide appropriate communication to the business for all service affecting incidents


  • Qualified in computer science, information systems, business administration or related field (preferred bachelors or master’s degree) or equivalent work experience
  • Proven experience of working within IT department in a similar role (preferably in an international environment and/or from legal background)
  • Familiarity with ITIL V3 principles, Active Directory User Access Systems, Exchange email systems (inc MimeCast), Windows 10 & Office 2016, Document & Template Management System, BlackBerry UEM for mobile management, Skype for Business, Citrix, DocsCorp (Comparison/Meta Data stripper/PDF management)
  • Strong written and verbal communication skills required to engage with stakeholders at all levels (fluent in German and English are must have)
  • Strong customer service skills and a good service ethos as well as strong intercultural competences
  • Understanding of project management methods to support the operational delivery of tasks and actions
  • A positive and flexible approach to work, hands-on mentality and problem-solving skills
  • Perform well under stress and deal appropriately with persons acting under stress and adapt when confronted with emergency situations


  • Working Comfort: working in modern and central office buildings
  • Team Spirit: dynamic, open, team-oriented working environment; high level of collegiality and fun at work as well as social and team events
  • Wellbeing: mobile working, flat rate drinks and fresh fruits, family-like working environment