Service Desk Analyst

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.

Responsibilities

• 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.

Technical Requirements

• 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.

Job Requirements/Skills

• 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.