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Help Desk Analyst, 9 Am

4 months ago

New York, New York, United States TEKsystems Full time

Description:

JOB TITLE: IT Support Analyst FLSA: Non-Exempt

REPORTS TO: Americas End User Support Manager and Projects Manager

SUMMARY: To provide an effective and professional IT support service to the client's staff and clients in accordance with the needs of the business. To this end, ensure that all software and hardware issues are resolved in a timely manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES: "Essential functions" are primarily job duties that incumbents must be able to perform unassisted or with some reasonable accommodation made by the client. Essential duties and responsibilities include (but are not limited to):


• Provide first class 1st and 2nd line for all end user devices and applications used within the US region. This includes but is not limited to iManage, MS Office suite, Adobe products, conferencing and collaboration systems and all end user devices.


• Provide Support for Mobile Devices both Firm owned and Personal


• Act as a single point of contact for customers contacting the service desk via phone, email or self-service portal, regarding IT issues and queries


• Ensure that incidents and requests are properly logged, assigned, tracked and responded to in a timely manner and according to agreed standards and procedures. Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimize delays


• Ensure accurate and timely updates are recorded and maintained in the IT Service Management System.


• Promptly allocate incidents and requests as appropriate.


• Ensure all calls are responded to within a timely manner (and within SLAs where defined).


• Pass and monitor calls to the appropriate team if cannot be resolved by self and liaise with 3rd party vendors when appropriate and ensure customers are updated of events relating to their call. Follow up until resolved with the assigned team and/or 3rd Party Vendor


• Record all requests for assistance accurately in the Service Management system, using the most appropriate source to resolve incidents.


• Appropriate escalation of incidents and requests to the Deskside Manager in line with the client's processes.


• Build and maintain good customer relationships.


• Develop an understanding of the business and departments that you support.


• Complete tasks and projects to agreed deadlines keeping your manage updated on any/all progress


• Set up devices for new joiners.


• The role holder is expected to consider Information Security in all aspects of their role. The role holder is also expected to promote awareness and encourage compliance with the client's Information Security policies. The role holder is required to complete the annual Information Security awareness training within the given timeframe.

KEY RELATIONSHIPS:


• The Service Desk is the first point of contact for internal customers and external clients, it is essential for the IT Support Analyst to deliver high levels of service to both these groups.


• Work closely with your Manager to deliver an efficient and effective service and raising ideas for improvement


• Work closely with other IT Service Management teams to ensure a seamless approach to support, service and security.

EXPERIENCE, KNOWLEDGE, QUALIFICATIONS AND SKILLS REQUIRED


• At least 4 years of Corporate Experience, Law Firm Desired


• Strong Knowledge of iManage/Desksite


• 4 years of mobile device support experience including Apple devices, RSA and MobileIron.


• Strong Knowledge of Windows 10, Laptops, Desktops and Apple iOS.


• Experience supporting Microsoft Technologies (Office 2016, Teams, One Drive, etc)


• Experience working in a Service Desk environment and using remote support technologies (SCCM, TeamViewer)


• Experience using Active Directory and Cisco Call Manager


• Microsoft Exchange knowledge and experience desirable


• Ability to work well under pressure.


• Excellent communication skills.


• Flexible, customer focused approach to service delivery.


• An enthusiasm for learning about current and new technologies.


• To meet specific, agreed metrics and maintain these.


• A good team player and willing to share skills and experience with others.


• Ability to work on own initiative.

Skills:

Windows 10, MS Office, mobile devices, VPN, ticketing systems, document management systems, iManage, legal experience

Top Skills Details:

Windows 10,MS Office,mobile devices,VPN,ticketing systems

Additional Skills & Qualifications:

Candidates must have excellent customer service skills and communication skills.

Legal experience is a big plus.

Experience Level:

Expert Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.