IT Service Desk Analyst II

4 days ago


Chicago, Illinois, United States Kirkland & Ellis Full time
About Kirkland & Ellis

We are a leading law firm with a strong commitment to excellence, collaboration, and innovation. Our team is united by a shared ambition to deliver exceptional results and move forward together.

We value diversity, inclusion, and respect, and we strive to create a dynamic and inclusive work environment that fosters growth and development. Our talented professionals are our greatest asset, and we invest in their success and well-being.

Job Summary

We are seeking a highly skilled and experienced IT Service Desk Analyst II to join our team. The successful candidate will provide premium, 24/7 call center and email support to our attorneys, clients, and investors, resolving application-related issues and requests in a timely and professional manner.

Key Responsibilities
  1. Fielding Service Desk calls and resolving approximately 85% of problems upon first contact, referring advanced problems and requests to the appropriate technicians.
  2. Tracking customer calls and recording detailed and accurate information in the Service Desk issue tracking system in a timely manner.
  3. Monitoring tickets entered into the Service Desk issue tracking system, following up with referral technicians and contacting users after resolution for quality control purposes.
  4. Fulfilling customer requests in a timely and highly customer-service-oriented manner.
  5. Participating in training and developing and maintaining top knowledge in existing and new technologies to provide effective support for callers.
  6. Following the Firm's established policies, standards, procedures, and guidelines in delivering service to users, utilizing best practice documentation and proper escalation procedures.
  7. Handling other tasks and projects as required to support the overall operations of the Service Desk.
Requirements

We are looking for a candidate with strong analytical skills, the ability to operate in high-pressure situations, and excellent oral and written communication skills. The successful candidate will have a minimum of 5-7 years of experience in a professional services environment, preferably in a law firm. A+ and/or Microsoft certification is desirable.

The candidate must be able to demonstrate strong interpersonal and customer service skills, be process-oriented yet flexible, and have the ability to interact with individuals at all levels of the Firm's business.

Work Environment

This job operates in a professional office environment.



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