What are the responsibilities and job description for the IT Service Desk Analyst position at Pillsbury Winthrop Shaw Pittman?
Nashville, Tennessee
Job Description
The IT Service Desk Analyst investigates and resolves software / hardware problems and connectivity issues for computer users as well as generally assisting users. The IT Service Desk Analyst is responsible for interviewing users, collecting information about problems, leading users through diagnostic procedures, and handling problem recognition, research, isolation, resolution, documentation, and follow-up.
The schedules for the 24x7 Service Desk are built around historical user support patterns, assigning each of the 12 positions into the most effective time slot to maximize analyst coverage (phones and email) during peak hours and stretch resources across historically slower periods. All Service Desk members are required to do their share of "voluntary" overtime when rollouts, system changes and others' scheduled PTO create ongoing staffing shortages when providing appropriate coverage. Certain shifts require working in the office 3-days per week.
KEY RESPONSIBILITIES
- Responding to support requests presented in both calls and emails.
- Logging and tracking support requests using the current ticketing (ServiceNow) database. Maintain historical records and related problem documentation.
- Actively participate in firmwide project efforts, as well as participate in testing efforts and documenting results.
- Form effective professional relationships on behalf of the Service Desk team with all levels of the Firm including IT colleagues, executives, management and staff.
- The successful candidate will thrive in a fast-paced environment, seek to provide superior service to the client, and embrace working in a team environment as well as independently.
REQUIRED EDUCATION, KNOWLEDGE & EXPERIENCE
REQUIRED SKILLS AND ABILITIES
PHYSICAL REQUIREMENTS
Pillsbury Winthrop Shaw Pittman LLP is an Equal Opportunity Employer.
If you require an accommodation in order to apply for a position, please contact us at PillsburyWorkday@pillsburylaw.com.
