The Service Desk Analyst is responsible for providing technical support to the Firm’s internal customers. This person must be able to master software applications quickly, and above all, they
must have an extensive customer service background. The Service Desk Analyst possesses a good understanding of legal environment priority requirements.
The core work hours are Monday through Friday, 40 hours per week (8 hours per day, with one hour for lunch), to be worked between the hours of 5am to 2pm. In addition to regular
call/email coverage for Service Desk, rotation of on call weekend coverage and support is required.
This is a remote role with one in-office day per month to aide collaboration.
Responsibilities:
- Provide solutions to customer problems of complex nature to ensure customer satisfaction.
- Prioritise, research, resolve, and respond to requests in accordance with current standards.
- Communicate with team members concerning work related matters and provide assistance as needed to other team members.
- Timely awareness of and impact on relevant support issues on a firm wide basis.
- Demonstrate enthusiasm, a positive attitude and a high work ethic.
- Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to help-desk customers.
- Provide technical assistance on the Firm’s software including, but not limited to, Microsoft Office 365 Suite, Teams, Adobe, iManage Document Management Software, CRM Software, the Windows operating system, basic hardware including, but not limited to, iOS devices, printers, laptops and network troubleshooting and remote connectivity troubleshooting and VPN.
- Utilise all available technical resources and current support policies in order to provide accurate solutions to customers.
SKILLS AND EXPERIENCE:
- A positive attitude to customers and co-workers.
- Be team-oriented and possess strong troubleshooting skills.
- Be goal-oriented and proactive, with the ability to take ownership of customer requests.
- A faultless approach to customer service, and willingness to take on any task or request.
- Problem solving - identifies and resolves problems in a timely manner; gathers and analyses information skilfully; develops alternative solutions; works well individually or in group problem solving situations; uses reason even when dealing with emotional topics.
- Multi-tasker who can handle being under pressure, whilst ensuring attention to detail.
- Project a positive attitude to customers and co-workers, team-oriented and strong troubleshooting skills.
- Clear verbal and written communication skills.
- High energy levels.
- Ideally possesses a degree in technology or equivalent professional accreditations.
- Working knowledge of ITIL Service Management is preferred.
- Successful candidates will have supported a user population greater than 50 people, ideally in a law firm or professional services environment.
- Candidates must have a strong understanding of current Microsoft Office Suite and Windows 10 & 11, MOS certifications preferred.
- Candidates should also have strong familiarity with Document Management Systems and a solid understanding of desktop and laptop computer hardware and troubleshooting.
- Working knowledge of ITIL Service Management is preferred.
