Global IT Service Desk Analyst II

2 months ago

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

Job Summary

The Global IT Support Service Desk is responsible for providing premium, 24 hours a day, 7 days a week technical support to Kirkland & Ellis LLP employees, clients, and investors in regard to application-related issues and requests. The Applications Service Desk Analyst II position will receive the majority (80-85%) of incoming requests for assistance via telephone and email.

Key Responsibilities

  • Fielding Service Desk calls; resolving approximately 85% of problems upon first contact and referring advanced problems and requests to the appropriate technicians.
  • Tracking customer calls and recording detailed and accurate information in Service Desk issue tracking system in a timely manner.
  • Monitoring tickets entered into the Service Desk issue tracking system; following up with referral technician and contacting user after resolution for quality control purposes.
  • Fulfilling customer requests in timely and highly customer-service oriented manner.
  • Participating in training and working to develop and maintain top knowledge in existing and new technologies to provide most effective support for callers.
  • Following the Firm's established Policies, Standards, Procedures and Guidelines in delivering service to the users; utilizing 'best practice' documentation, proper escalation procedures, etc.
  • Handling other tasks and projects as required for supporting the overall operations of the Service Desk.

Requirements

  • Bachelor's degree or the equivalent is preferred.
  • Proven experience in a professional services environment, law firm experience preferable.
  • Team lead level experience or above is preferred.
  • A+ and/or Microsoft certification are desirable.
  • Strong verbal, and written communication skills are required.
  • Must be able to demonstrate strong interpersonal and customer service skills and will have the ability to be process-oriented yet flexible.

Preferred 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 & 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 perferred

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