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Global IT Service Desk Support Specialist

2 months ago

London, Greater London, United Kingdom Kirkland & Ellis LLP Full time

Job Summary

The Global IT Support Service Desk at Kirkland & Ellis LLP is seeking a skilled IT Support Analyst II to provide premium, 24/7 call center and email support to attorneys, clients, and investors. As a key member of the team, you will be responsible for resolving application-related issues and requests, tracking customer calls, and maintaining accurate records in our Service Desk issue tracking system.

Key Responsibilities

  • Field and resolve service desk calls, referring advanced problems to technicians as needed.
  • Track customer calls and record detailed information in our Service Desk issue tracking system.
  • Monitor tickets, follow up with referral technicians, and contact users for quality control purposes.
  • Fulfill customer requests in a timely and customer-service oriented manner.
  • Participate in training and develop expertise in existing and new technologies to provide effective support.
  • Follow Firm policies, standards, and procedures in delivering service to users.
  • Perform other tasks and projects as required to support Service Desk operations.

Requirements

  • Bachelor's degree or equivalent preferred.
  • Proven experience in a professional services environment, law firm experience a plus.
  • Team lead level experience or above preferred.
  • A+ and/or Microsoft certification desirable.
  • Strong verbal and written communication skills required.
  • Excellent interpersonal and customer service skills, with ability to be process-oriented yet flexible.

Technologies/Software

  • Messaging
  • Document Management
  • Word processing, spreadsheet, and presentation
  • Remote Computing
  • Windows Operating System
  • Firm administrative systems
  • Trouble ticketing database/Knowledge base
  • Automated Call Distribution System

Current K&E Technologies

  • Internet Explorer, FireFox, and Microsoft Edge browser
  • Microsoft Windows 10
  • Microsoft Office 365 Suite
  • iManage Work
  • Citrix/VPN
  • Microsoft Multi-factor Authentication
  • ITSM Ticket Management System

Certificates, Licensures, Registrations

  • Help Desk Institute - Analyst certification preferred
  • ITIL v4 certification preferred