IT Service Desk Support Specialist

4 weeks ago


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

We are a leading law firm that values collaboration, talent empowerment, service, inclusion, respect, and gratitude. Our core values drive us to achieve excellence in everything we do.

Our people are our greatest asset, and we invest in the brightest talent to create dynamic teams that operate at the pinnacle of their field. We encourage a diversity of perspectives and strengths to foster a culture of innovation and excellence.

As a global law firm, we serve a broad range of clients with market-leading practices in private equity, M&A, and other complex corporate transactions; investment fund formation and alternative asset management; restructurings; high-stakes commercial and intellectual property litigation; and government, regulatory, and internal investigations.

We handle the most complicated and sophisticated legal matters because we don't just meet industry standards, we create them. We bring innovation and entrepreneurialism to every engagement and have long-standing client relationships with leading global corporations and financial sponsors.

Our team operates from 20 offices across the United States, Europe, the Middle East, and Asia, making us one of the largest law firms in the world and a top financial performer.

Job Summary

The Applications Support Service Desk is responsible for providing premium, 24/7 call center and email support to Kirkland Attorneys, Clients, and Investors regarding application-related issues and requests.

The Applications Service Desk Analyst II position will receive the majority of incoming requests for assistance via telephone and email.

Key Responsibilities
  1. Fielding Service Desk calls; resolving approximately 85% of problems upon first contact and 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 working to develop and maintain top knowledge in existing and new technologies to provide the most effective support for callers.
  6. Following the Firm's established Policies, Standards, Procedures, and Guidelines in delivering service to users; utilizing 'best practice' documentation, proper escalation procedures, etc.
  7. Handling other tasks and projects as required for supporting the overall operations of the Service Desk.
Requirements

The candidate must have strong analytical skills and the ability to operate in extreme high-pressure situations, successfully handle multiple priorities, and possess a high level of discipline while remaining flexible.

In addition to demonstrating considerable experience in the areas of responsibility listed above, the successful candidate will demonstrate expertise in providing prompt, professional, and courteous services on all customer requests, problems, and queries.

The candidate must have excellent oral and written communication skills, show strong interpersonal and customer service skills, and have the ability to be process-oriented yet flexible.

The candidate must be able to interact with individuals at all levels of the Firm's business and work well with other technical teams to provide troubleshooting steps to aid in the resolution of desktop computing issues.



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