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Global IT Service Desk Analyst II
2 months ago
Job Summary
The Global IT Support Service Desk is responsible for providing premium, 24 hours a day, 7 days a week call center and email support to Kirkland Attorneys, 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
