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Service Desk Specialist

4 months ago

Chicago, United States Mayer Brown LLP Full time

Overview:
Mayer Brown is an international law firm positioned to represent the world’s major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do.

We are a collegial, collaborative, and diverse firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realize their greatest potential all while supporting the Firm’s client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm.

If you enjoy working with team members whose defining characteristics are exceptional client service, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Information Technology department in our Chicago office as a Service Desk Specialist.

The IT Service Desk Specialist team is responsible for providing the First Line IT Support service for IT services and systems. Phone-based, they are responsible for management and escalation of all incoming service requests and fault tickets in accordance with global Service Desk procedures. They will contribute to the successful deployment/upgrade of IT services and systems. They are also required to support the overall IT strategy within the business.

**Responsibilities**:
**Essential Functions**:

- Manages all incoming incidents and service requests in accordance with standard procedures
- Delivers support services in accordance with internal service level expectations and ensure that customer expectations are set and consistently met or exceeded
- Provides proactive incident management across all global queues for regional tickets
- Escalates problems based on trend analysis to the Problem Management process and acts as a technical resources for escalated problems
- Operates within and makes suggestions for improving service desk standards and guidelines
- Works with vendor support contacts to resolve technical issues within the service desk environment
- Defines, documents, and maintains relevant service desk processes including all relevant communication activities
- Adheres to all IT and user quality assurance practices/processes
- Provides advanced remote access support and ad-hoc support for non-standard personal and/or remote access devices
- Undertakes regular service activities (audit/leavers/joiners) to ensure timely completion
- Maintains a proactive working relationship between your team and other teams within the IT department and the users
- Delivers proactive communications via recognized channels
- Provides on-call assistance when needed
- Assists in other area's in IT when needed and perform other duties as directed

Qualifications:
**Education/Training/Certifications**:

- Bachelor’s degree in a related field. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the job

**Professional Experience**:

- 2+ year experience as a Service Desk analyst in a professional services environment or law firm required
- Professional Certification and/or experience (e.g. Microsoft Office Specialist) preferred

**Technical Skills**:

- Proficiency in Microsoft Office products
- Strong knowledge of Active Directory and Exchange as they relates to Service Desk activities
- Good knowledge of Mobile devices such as iPhone, iPads and Android devices
- Strong knowledge of document management systems and e-filing processes
- Good working knowledge of remote access technologies and video conference tools
- Knowledge of the ITIL environment and process is preferred (e.g., incident management and workflow)

**Performance Traits**:

- Must be able to multi-task to ensure that all incident/service requests are being progressed and resolved in accordance with expectations
- Strong customer service skills and the ability to develop a rapport with users over the phone
- Strong written and verbal communication skills, able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors
- Ability to work in a diverse team and effectively support the demanding needs of the Firm
- Ability to work under pressure, meet deadlines with shifting priorities
- Must be a self-starter with a high level of initiative
- Strong customer service skills, able to anticipate needs
- Strong attention to detail, organizational skills and the ability to handle multiple projects
- Maintains confidentiality and exercises discretion
- Exercises solid strategic thinking and problem-solving skills
- Willingness to challenge the status quo

**Physical Requirements**:

-