Tier 1 Service Desk Analyst; Remote - Weekend Overnight SHIFT

Job Description

An international law firm spanning across the US, Europe, and Asia is looking for Service Desk Analysts to join their fully remote 365, 24x7 Level 1 Service Desk for roughly 3000+ end users. The firm is in the Top 50 largest law firms in the world; they focus on corporate, litigation, intellectual property, fund formation, public markets, employment, life sciences, clean technology, real estate, financial services, retail, regulatory and energy practices.

The firm received awards from Fortune Magazine for Best Companies to Work For, Best Workplaces for Women, Best Workplaces for Flexibility, Best Workplaces for Giving Back, and Best Workplaces for Parents.

• Provide responsive, timely, and high-quality support to corporate customers regarding their technical inquiries, driving ownership and resolution of issues through critical thinking, technical proficiency, and excellent communication.
• Research, resolve, and respond to complex questions received via emails, chat, and collaboration tools, providing support on the computing and collaboration environment, including the following systems, platforms, or technologies:
  • Microsoft Office 365 Account Support, Password Resets, etc.
  • Windows 10; PC Laptop, Desktop, and Mobile Device support
  • MS Office Productivity Suite functional support
  • Collaboration tools including but not limited to Zoom
  • Remote support toolsets such as Proxy Pro
  • Support of Audio‑Visual teleconference systems, equipment, and scheduling, such as Zoom Rooms
• Acquire and maintain knowledge of updated supported platforms and releases, current support policies, and methods of support delivery, to provide technically accurate solutions to customers.
• Attend structured and unstructured (shadow, OJT) training sessions offered within the group and assist in training workshops, as well as weekly team training sessions.
• Utilize ITSM ticketing system (such as Service Now) to classify, prioritize and enter details of each working interaction with appropriate level of detail and accuracy.
• Participate in team projects that enhance the quality or efficiency of Service Desk service.
• Average handling time ~9-13 minutes, handling 12-14 contacts per hour.
• Accurate troubleshooting notes, multitasking – documenting and troubleshooting simultaneously.

$25/hr to $27/hr exact compensation may vary based on several factors, including skills, experience, and education.

Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.

• 2-4 year Technical Degree OR equivalent experience as a Service Desk Analyst (1-2 years)
• Proven expertise with positive customer service skills and communication skills
• Experience with ACD systems, such as Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact, Five9
• Experience with ITSM / Ticketing systems, such as BMC Remedy, Cherwell, Freshdesk, Service Now, Zendesk
• Demonstrated support of enterprise environments, including:
  • Hands‑on and/or remote Break / Fix support of desktop and laptop computing equipment and peripherals
  • Support of Microsoft Windows 10 Operating System
  • Support of MS O365 provisioned accounts
  • Support of mobile devices such as iPhone, Android, iPads, Surface Devices, etc.
  • Password Reset, Account Unlock, etc.
  • Support of Mac Book devices and MacOS
  • Support of collaboration platforms and environments such as Zoom, Slack, MS Teams, etc.
  • Use of remote‑support technologies such as Bomgar, Team Viewer, Beyond Trust, etc. Prior experience working within a firm environment including Accounting, Consulting or Legal organizations is a strong plus.
• Service Now experience
• Experience supporting MacOS 10-11;
  Mac Book Air and Mac Book Pro
• Technical certifications

We are a company committed to creating diverse and inclusive environments where people can…