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IT Support Specialist II

3 months ago

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

Position Overview

The role focuses on delivering exceptional call center and email assistance to legal professionals, clients, and investors concerning application-related inquiries and issues. The Service Desk Analyst II is tasked with addressing incoming requests through phone and email, documenting customer interactions, and ensuring timely resolution of requests. The ideal candidate will possess robust analytical abilities, excellent interpersonal skills, and a collaborative spirit.

Key Responsibilities:

  • Responding to Service Desk inquiries and resolving issues on the first contact
  • Documenting customer interactions and tracking details in the Service Desk issue tracking system
  • Overseeing ticket statuses and coordinating with technical staff
  • Providing customer requests with a focus on service excellence
  • Engaging in training sessions to enhance technological knowledge
  • Adhering to established Policies, Standards, Procedures, and Guidelines
  • Managing additional tasks and projects as necessary

Required Qualifications:

Education, Experience, and Skills

  • Bachelor's degree or equivalent experience preferred
  • Significant experience in a professional services setting
  • Preferred experience in a team leadership role
  • A+ and/or Microsoft certifications are advantageous
  • Excellent verbal and written communication skills are essential

Technical Proficiencies:

  • Messaging systems
  • Document Management solutions
  • Word processing, spreadsheet, and presentation software
  • Remote Computing technologies
  • Windows Operating System
  • Administrative systems specific to the firm
  • Trouble ticketing databases and Knowledge bases
  • Automated Call Distribution Systems

Certifications:

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