Tier 2 Service Desk Analyst (onsite NYC)

Job description

Job Description
An international law firm spanning across the US/Europe/Asia is looking for an onsite Tier 2 Service Desk Analyst to join their 365, 24x7 Service Desk.

The Service Desk supports roughly 3000+ end users.

This analyst will sit onsite in the NYC office 5 days a week.

The shift is 9AM EST-6PM EST.

This role will primarily focus on 1st and 2nd level support handling software issues and more complex issues that may not have a KB written and it needs to be researched.

Each field office has their own Desktop techs and this role will be a part of the Service Desk team - this team is encompassed of a virtual Tier 1, a virtual Tier 2 Application Support team and now onsite Tier 2 analysts.

The onsite analysts can escalate internally to the virtual Tier 2 App team or to the Desktop team as needed.

It is expected that this resource will be able to handle virtual and in-person live support.

This resource will serve as one of the faces in person for the rest of the virtual service desk, so relationship building is key in this position.

We want the end users to have a local onsite technician that they know.

They won't be expected to be desktop support as there is another team responsible but more so be a trusted local Service Desk member and be able to connect with end users on a personal level.

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 (#1 law firm for tech and life sciences IPOs), clean technology, real estate, financial services, retail, regulatory and energy practices.

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

The Service Desk analyst will serve as the front line for the firm and will assist the organization in managing processes for Incident, Change, Service Request and Problem Management.
 
We are seeking folks who are customer service-oriented, high energy, professional, and eager to learn new technologies.

The total team of agents will be handling roughly 400-500 contacts a day (roughly 12-14/hr); roughly 33% of tickets are calls into the Service Desk, and 67% are emails coming in that will be allocated for scheduled calls.

This role will require 1 day a month on the phone queue, but the majority of this role is technical research for complex issues, learning about more complex software support instances and staying up to date on new technologies being brought into their environment.

Since this is a 365 desk there will be opportunities for the analyst to volunteer to work a holiday for 1.5 pay.

The analyst will also accrue up to 10 days PTO to use.

This role is a multi-year long engagement.

Responsibilities:
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 technology:
-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 including: ProxyPro
-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 ServiceNow) to classify, prioritize and enter details of each working interaction with appropriate level of detail and attention to completeness, accuracy, and grammar.
-Participate in team projects that enhance the quality or efficiency of Service Desk service.
-Average handling time ~9-13 minutes, handling 12-14 contacts/hourly.
-Accurate troubleshooting notes, multi-tasking - documenting and troubleshooting simultaneously

Compensation: $28-38/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal opportunity/affirmative action employer that believes everyone matters.

Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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Skills and Requirements
- 3+ years experience as a Service Desk Analyst or Technical Support
- experience with white glove support c-level/executives
- previous technical research experience for complex tickets
- hands-on documentation experience writing KBs, etc
- Proven expertise with positive customer service skills and communication skills
- onsite technical support experience as well as remote support
- Experience with ITSM / Ticketing systems, such as any of the following: BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk
- Demonstrated support of enterprise environments, including: (preferred to have experience, but if not we can teach!)
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 MacBook devices and MacOS
Support of collaboration platforms and environments such as Zoom, Slack, MS Teams, etc.
Use of remote-support technologies such as Bomgar, TeamViewer, BeyondTrust., etc.

- Prior experience working within a firm environment including Accounting, Consulting or Legal organizations is a strong plus
- Experience with ACD systems, such as any of the following: Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact, Five9 (preferred)
- ServiceNow experience
- Legal applications (iManage, InTapp, Box, etc)
- Experience supporting MacOS 10-11; MacBook Air and MacBook Pro
- Technical certifications

Required Skill Profession

Other General