Our client, A top law firm here in Manhattan, is seeking a Service (Help) Desk Analyst.
The Service Desk Analyst’s role is to provide excellent customer service. Ensure proper computer and telephone operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user service requests. Incident resolution may involve the use of diagnostic applications, vendor discussions, Level II/Level III support escalation, Incident Management tools, as well as remote control tools. Move, Add, Change requests for telephone, mobile devices and desktop applications are other functions performed by the Service Desk Analyst role.
Customer Satisfaction. Maintain the highest level of customer satisfaction by resolving all tangible problems and concerns in a professional, courteous and urgent manner.
Incident/Service Request Management. The following tasks are essential to the overall Service Desk function:
•Field incoming help requests from the firm’s staff via telephone, e-mail, and web portal.
•Triage and troubleshoot all issues and facilitate all service requests that are requested of the Service Desk.
•Record, track, and document the Service Desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
•Escalate to Level II/Level III support groups for fast resolution for the end user. Continue management of the ticket until completion and follow-up with end user. Escalate to Technology Engineering & Operations Management if issue is not resolved in a timely fashion.
•Participate in trend analysis by alerting appropriate resources for trends in call patterns or issues to prevent future problems.
Incident Management. Serve as Incident Manager (rotational basis) to communicate to Systems Management and the Firm (when appropriate) any issues impacting end users. Utilize existing communication templates and ensure there is no format, grammar, or spelling errors in written communications prior to submission to distribution list.
Inventory. The following tasks are part of the services provided by the Service Desk:
•Maintain inventory of mobile devices and perform necessary functions to ensure stable operations for end user. Update and maintain contact information in the billing spreadsheet and manage inventory and track timely return of checkout devices.
•Maintain inventory of loaner equipment for customer check-out. Record pickup and return data as documented in the process. Re-image equipment following documented steps.
Knowledgebase and Training. Actively participate in the development and maintenance of the Knowledgebase. Maintain technical knowledge of all supported products through training and hands on experience. Assist in the training of newly hired Help Desk Analysts when requested by management.
ITIL/ Change Management.
Responsible for special projects and other duties, as assigned.
Maintain integrity of the software license database by installing only approved licensed software.
Perform On-call (7×24) on a rotational basis. Carry mobile device and other equipment (e.g., laptop) at all times during On-call rotation to ensure issues and service requests are completed in expedited fashion. Answer and respond to On-call phone inquiries/calls with SLA (30 minutes). Escalate immediately to Level II/III if cannot resolve within 15 minutes after first response.
Requires a four-year degree in Information Technology or related discipline or comparable education and work experience.
Requires a minimum of 2 years experience with personal computer applications including setup, maintenance, and troubleshooting. Specifically with Microsoft Office product suite (Word, Excel, PowerPoint, Outlook). Also desirable is experience with document management systems, Incident tracking tools.
Familiarity with ITIL Incident Management processes.
Proficiency with computer software and hardware, including Windows 10/Windows 7 and remote control tools.
In addition to the General Responsibilities, the following are requisite physical, mental and/or performance requirements of the position:
Ability to problem-solve.
Excellent interpersonal, verbal and written communication skills.
Ability to concentrate on tasks, make decisions and work calmly and effectively in a high-pressure, deadline-oriented environment.
Willingness to be flexible with time and adjust to a changing work environment.
Demonstrated ability to work independently, organize and accurately prioritize work, be detail-oriented, understand when urgency is required and use good judgment in varied situations.
Ability to work effectively with co-workers in a team-oriented, collaborative environment.
Ability to consistently establish and maintain accurate, up-to-date documentation of programs and systems.
Ability to be patient and thorough in troubleshooting and general research activities.
Ability to follow schedules for breaks and On-call rotational schedule and coordinate with peers any changes in schedule to ensure full coverage at all times. Communicate changes in personal schedule to management or designated team member as soon as known.