Service Desk Technician/ IT Support Assistant/ Junior Help Desk Analyst/ Entry-level Technical Support/ IT Service Desk Associate

3 weeks ago

New York, United States Vantage Point Consulting Inc. Full time

Role Purpose: The IT Service Desk Analyst role offers an exceptional opportunity to gain global experience within one of the world's largest law firms. The position involves learning the distinctive approach of a truly global firm towards Information Technology.


‘Key Relationships:

  • Service Desk: First point of contact for internal customers and external clients.
  • Support Team Managers: Collaborate to deliver efficient service.
  • Other IT Service Management teams: Ensure seamless support, service, and security approach.


Context: The Service Desk Analyst resolves customer issues raised via phone or email, acting as a reliable point of contact and maintaining customer relationships critical to the firm's daily success.


Role and Responsibilities:

  • Act as single point of contact for customer IT issues via phone, email, or self-service portal.
  • Resolve incidents at 1st line whenever possible, escalating when necessary.
  • Maintain effective knowledge of incident resolution across IT support areas.
  • Log, assign, track, and respond to incidents and requests in a timely manner.
  • Ensure accurate updates in the IT Service Management System.
  • Promptly allocate incidents and requests as appropriate.
  • Follow processes for high-quality service provision.
  • Work collaboratively to provide a superior service.
  • Escalate incidents and requests appropriately.
  • Complete tasks within agreed deadlines.
  • Keep customers informed of progress and take corrective action to minimize delays.
  • Liaise with 2nd/3rd party teams when necessary.
  • Build and maintain customer relationships.
  • Promote and comply with Information Security policies.


Team: Reports directly to the US Service Desk Manager and collaborates closely with the U.S. Information Technology team.


Key Requirements:

  • Minimum 3 years' experience in a Service Desk role (law firm experience preferred but not essential).
  • Knowledge of iManage Work, Windows 10, and Apple iOS.
  • Strong Microsoft Technologies support knowledge (Office 365, Teams, OneDrive, etc.).
  • Experience with Remote Support Technologies and Active Directory.
  • Ability to work well under pressure.
  • Excellent communication skills.
  • Customer-focused approach.
  • Strong team player willing to share skills and experience.
  • Ability to work independently.

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