IT Service Desk Analyst

Description

The Role

The mission of a IT Service Desk Analyst is to provide prompt, friendly, customer-focused service to minimize disruption to firm staff by following standard, repeatable processes. This position primarily provides a reactive response to requests and issues, but also participates as needed in IT projects and proactive service initiatives. The successful candidate for this position must have good communication skills and a desire to achieve high customer satisfaction.

Shift: 9:00am - 5:00 pm CT; Sat - Wed

Main Responsibilities

Duties other than the following may also be assigned.

• Respond to customer incidents and requests received via phone, email, or other standard methods within agreed SLAs.
• Resolve customer issues by clarifying the customer's needs; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Where possible, resolve customer requests on first contact.
• Identify customer training opportunities.
• Keep records of customer interactions in ticketing system; follow communication procedures, guidelines, and policies.
• Provide onsite (at desk) service to customers, as well as service using remote control and administration tools.
• Create & update knowledge articles.
• Manage end user assets (including laptops, desktops, monitors, peripherals, printers, mobile phones) from setup & configuration to collection & wiping. Ensure asset tracking systems are updated appropriately.
• Install pre-packaged software on user-end devices.
• Create, update, and delete user accounts in active directory and supported applications.
• Assist with audio-visual conferencing setup, scheduling & support.
• Perform software and/or hardware testing.
• Respond to security incidents and perform initial investigation and remediation actions.
• Assist with event monitoring, diagnosis, and response.
• Respond to major incidents: identify and categorize incident; send internal and external notifications in accordance with pre-defined protocols; perform trouble-shooting and diagnosis of hardware, software, and networks; escalate appropriately; contribute to remediation efforts where possible; contribute to after-action analysis.
• Perform basic system management and operational tasks.
• Assist with office move technology logistics.
• Assist with project delivery.
• Ad-hoc tasks assigned by Manager.
  
  
  

Required Education

Diploma or degree in Computer Science, Information Technology, or related field preferred.

Required

Required Knowledge, Skills & Abilities

• Works under close supervision and work is reviewed frequently.
• Strong written and verbal communication. Empathy. Tenacity and work ethic - willingness to do what needs to be done and not take shortcuts. Understanding of when to escalate an issue to ensure not wasting the customer's time or your own time.
• General, broad understanding of supported solutions. Able to identify customer needs, perform pre-defined checks, and provide basic answers/tips based on personal knowledge or use of knowledge base articles.
• Contributes to documentation and knowledge sharing with guidance and direction.
  
  
  

Required Experience

• 2 - 3 years in a customer service role
• Experience with 1 technologies listed below:
• Document Management (iManage)
• Case Management, eg. MatterSphere
• Visualfiles, Axxia, Prolaw
• Dictation, eg. Bighand
• Time Recording, eg. Intapp Time
• Enterprise Apps, eg. Elite 3E, HRIS, Interaction
• Intranet, eg. SharePoint, Jive
• Citrix
• VPN
• Microsoft Exchange
• Microsoft Office
• Active Directory
• Vmware
• Desktop imaging
• End user hardware & peripherals
• Cisco phones
• Printers
  

The Firm

Clyde & Co is a leading global law firm, helping organisations successfully navigate risk and maximise opportunity in the sectors that underpin global trade and commercial activity and enable global prosperity, namely: insurance, aviation, marine, construction, energy, trade and natural resources. Globally integrated, Clyde & Co offers a comprehensive range of contentious and non-contentious legal services and commercially-minded legal advice to businesses operating across the world. It is committed to operating in a responsible way by progressing towards a diverse and inclusive workforce that reflects the communities and clients it serves and provides an environment in which everyone can realise their potential, using its legal and professional skills to support its communities through pro bono work, volunteering and charitable partnerships, and minimising the impact it has on the environment including through a commitment to the SBTi Net-Zero standard and the setting of ambitious emissions reduction targets. The firm has 490 partners, 2400 lawyers, 3200 legal professionals and 5500 people overall in nearly 70 offices and associated offices worldwide.

Our Values

Our values are the principles that guide the decisions we make, unite us in our endeavours and strengthen our delivery, for our clients and our firm. We:

• Work as one We are a globally connected team of talented people who act with a firm-first mentality to achieve success
• Excel with clients We aim high and challenge ourselves to deliver unique excellence for our clients, keeping them at the centre of everything we do
• Celebrate difference We help each other to be at our best and believe our differences result in greater achievement
• Act boldly We seek new opportunities, take action and learn as we go, recognising that curiosity drives our development and contributes to growth
  
  
  

Business Services Competencies

Clyde & Co is committed to providing extensive, personal and professional development opportunities for our people enabling them to be highly effective in their current role as well as assisting them to fulfil their career aspirations.

The competencies are used to inform all aspects of Business Services career development. They vary across levels and different business areas and fall under the following areas:

• Strategic thinker with commercial awareness.
• Service oriented: Recognizing internal and external clients and the importance of service delivery.
• Ability to work as part of a team and use own initiative, manage own workload and adapt to changing priorities.
• Adaptable to new systems, procedures, and requirements of role.
• Flexible approach: Willing to assist others in achieving team objectives.
• Confident dealing with senior management and ensuring service levels are adhered to. Well-disciplined and self-motivated.
• Ability to work well under pressure.
• Confident and proactive approach.
• Enthusiastic and positive attitude.
  
  
  

This is the job description as constituted at present; however, the Firm reserves the right to reasonably amend it in accordance with the changing needs of the business.

**Principals only**

It is the policy of the Firm to recruit, hire, promote, reassign, compensate and train highly qualified persons without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin, age, disability or any other basis protected by applicable law.

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