Global IT Support Specialist
3 days ago
We are seeking an experienced IT Professional to join our Global IT Support Service Desk team as a Service Desk Analyst.
">Key Responsibilities:
- Provide exceptional customer service by addressing requests promptly and efficiently.
- Monitor ticket status, follow up with technicians, and contact users after resolution for quality assurance.
- Respond to Service Desk calls, resolve issues on first contact, and escalate complex cases to technicians.
- Log inquiries and maintain accurate records in the Service Desk tracking system.
- Participate in training to stay updated on current and new technologies for effective support.
- Follow Firm's Policies and Procedures while providing user support and utilizing best practices.
- Assist with additional tasks and projects to support Service Desk operations.
Requirements:
- Strong communication skills with the ability to develop tactical plans.
- Proficient in operating systems and core applications, including Microsoft Windows 10, Office 365 Suite.
- Intermediate networking knowledge, including wireless technologies.
- Familiar with Internet Explorer, Firefox, and Microsoft Edge browsers.
- Available for on-call and overtime work as needed.
- Extensive experience in a professional services environment, preferably within a law firm.
- Preferred experience at a team lead level or above, with knowledge of iManage Work, Citrix/VPN, Microsoft Multi-factor Authentication, and ITSM ticket management systems.
- Bachelor's degree preferred.
Salary Range: £48,000 - £52,000 per annum
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