Service Desk Analyst

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Job Summary:

Seward & Kissel is seeking a Service Desk Analyst
. The ideal candidate will be responsible for providing excellent customer service to 300+ end users, both in a helpdesk capacity as well as desktop and audio-visual support, specifically in Microsoft Teams. Responsibilities include resolving Level 1 and Level 2 support desk and desktop issues which may entail a mixture of day-to-day client support, end-user application support, and conference room support for meeting setups.

This includes receiving, prioritizing, documenting, and actively resolving end user service requests and incidents. Move, add, & change requests for telephone, mobile devices and desktop applications are other functions performed by the Service Desk Analyst role.

$65,000.00/yr - $75,000.00/yr

• Field incoming requests from the firm’s staff via telephone, e-mail, and in-person.
• Triage and troubleshoot service requests and incidents that come to the service desk in a timely manner.
• Record, track, and document the Service Desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution in ticketing system.
• Maintain inventory for laptops, desktops, and various computer peripherals.
• Help to administer and support all core technologies within the firm.
• Troubleshoot and resolve Level 1 and 2 support tickets related to desktop performance issues, application errors, and various office peripherals such as printers.
• Provide A/V support for internal and external client meetings.
• Participate in weekly on-call rotation for after-hours escalation of service requests/incidents.

• 5+ years of experience troubleshooting desktop hardware and software issues in an Enterprise environment.
• 5+ years of experience in technical services and support position.
• Proficiency with computer software and hardware, including Windows 10/Windows 11, MS Teams, Zoom and remote-control tools.
• 5+ years of experience with support MS Office product suite applications (Outlook, Word, Excel, PowerPoint).
• Experience with iManage preferred but not required.
• Familiarity of Active Directory concepts for user account management.
• Legal experience preferred but not required.

• Bachelor's degree, preferably in Computer Science, and/or comparable education and work experience.
• Basic familiarity with ITIL Incident Management processes.
• Excellent interpersonal, verbal, and written communication skills.
• Customer service professional with a proven record in boosting client satisfaction and optimizing service processes; ability to support, guide and engage external and internal customers in a way that builds trust and satisfaction.
• Ability to maintain regular attendance and regularly scheduled hours.
• Ability to take direction and accept supervision.
• 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 build and maintain positive relationships, both internally and externally, while maintaining and providing white glove service.
• Ability to use sound judgment and discretion in dealing with highly confidential information.
• Ability to maintain stamina throughout a standard workday, on-site.
• Willingness to be flexible with time and adjust to a changing work environment.
• Must have physical capability to consistently lift 50lbs without assistance.

Disclaimer: Seward & Kissel is an Equal Opportunity

Employer:

Seward & Kissel LLP does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

Entry level

Full-time

Information Technology

Law Practice