The mission of a IT Service Desk Analyst is to provide prompt,
friendly, customer-focused service to minimize disruption to firm
staff by following standard, repeatable processes. This position
primarily provides a reactive response to requests and issues, but
also participates as needed in IT projects and proactive service
initiatives. The successful candidate for this position must have good
communication skills and a desire to achieve high customer satisfaction.
Shift: 9:00am - 5:00 pm CT; Sat - Wed
Main Responsibilities
Duties other than the following may also be assigned.
Respond to customer incidents and requests received via phone,
email, or other standard methods within agreed SLAs.
Resolve customer issues by clarifying the customer's needs;
determining the cause of the problem; selecting and explaining the
best solution to solve the problem; expediting correction or
adjustment; following up to ensure resolution.
Where possible, resolve customer requests on first contact.
Identify customer training opportunities.
Keep records of customer interactions in ticketing system; follow
communication procedures, guidelines, and policies.
Provide onsite (at desk) service to customers, as well as service
using remote control and administration tools.
Create & update knowledge articles.
Manage end user assets (including laptops, desktops, monitors,
peripherals, printers, mobile phones) from setup & configuration
to collection & wiping. Ensure asset tracking systems are
updated appropriately.
Install pre-packaged software on user-end devices.
Create, update, and delete user accounts in active directory and
supported applications.
Assist with audio-visual conferencing setup, scheduling & support.
Perform software and/or hardware testing.
Respond to security incidents and perform initial investigation
and remediation actions.
Assist with event monitoring, diagnosis, and response.
Respond to major incidents: identify and categorize incident; send
internal and external notifications in accordance with pre-defined
protocols; perform trouble-shooting and diagnosis of hardware,
software, and networks; escalate appropriately; contribute to
remediation efforts where possible; contribute to after-action analysis.
Perform basic system management and operational tasks.
Assist with office move technology logistics.
Assist with project delivery.
Ad-hoc tasks assigned by Manager.
Required Education
Diploma or degree in Computer Science, Information
Technology, or related field preferred.
Required Knowledge, Skills
& Abilities
Works under close supervision and work is reviewed frequently.
Strong written and verbal communication. Empathy.
Tenacity and work ethic - willingness to do what needs to be done
and not take shortcuts. Understanding of when to escalate an issue
to ensure not wasting the customer's time or your own time.
General, broad understanding of supported solutions.
Able to identify customer needs, perform pre-defined checks, and
provide basic answers/tips based on personal knowledge or use of
knowledge base articles.
Contributes to documentation and knowledge sharing
with guidance and direction.
Required Experience
2 - 3 years in a customer service role
Experience with 1+ technologies listed below:
Document Management (iManage)
Case Management, eg. MatterSphere
Visualfiles, Axxia, Prolaw
Dictation, eg. Bighand
Time Recording, eg. Intapp Time
Enterprise Apps, eg. Elite 3E, HRIS, Interaction
Intranet, eg. SharePoint, Jive
Citrix
VPN
Microsoft Exchange
Microsoft Office
Active Directory
Vmware
Desktop imaging
End user hardware & peripherals
Cisco phones
Printers
The Firm
Clyde & Co is a leading global
law firm, helping organisations successfully navigate risk and
maximise opportunity in the sectors that underpin global trade and
commercial activity and enable global prosperity, namely: insurance,
aviation, marine, construction, energy, trade and natural resources.
Globally integrated, Clyde & Co offers a comprehensive range of
contentious and non-contentious legal services and
commercially-minded legal advice to businesses operating across the
world. It is committed to operating in a responsible way by
progressing towards a diverse and inclusive workforce that reflects
the communities and clients it serves and provides an environment in
which everyone can realise their potential, using its legal and
professional skills to support its communities through pro bono
work, volunteering and charitable partnerships, and minimising the
impact it has on the environment including through a commitment to
the SBTi Net-Zero standard and the setting of ambitious emissions
reduction targets. The firm has 490 partners, 2400 lawyers, 3200
legal professionals and 5500 people overall in nearly 70 offices and
associated offices worldwide.
Our Values
Our values are the principles that
guide the decisions we make, unite us in our endeavours and
strengthen our delivery, for our clients and our firm. We:
Work as one
We are a globally connected team of talented people who act with a
firm-first mentality to achieve success
Excel with
clients We aim high and challenge ourselves to
deliver unique excellence for our clients, keeping them at the
centre of everything we do
Celebrate
difference We help each other to be at our best and
believe our differences result in greater achievement
Act boldly We
seek new opportunities, take action and learn as we go, recognising
that curiosity drives our development and contributes to growth
Business Services Competencies
Clyde & Co is committed to providing extensive, personal and
professional development opportunities for our people enabling them to
be highly effective in their current role as well as assisting them to
fulfil their career aspirations.
The competencies are used to inform all aspects of Business Services
career development. They vary across levels and different business
areas and fall under the following areas:
Strategic thinker with commercial awareness.
Service oriented: Recognizing internal and external clients and
the importance of service delivery.
Ability to work as part of a team and use own initiative, manage
own workload and adapt to changing priorities.
Adaptable to new systems, procedures, and requirements of role.
Flexible approach: Willing to assist others in achieving team objectives.
Confident dealing with senior management and ensuring service
levels are adhered to. Well-disciplined and self-motivated.
Ability to work well under pressure.
Confident and proactive approach.
Enthusiastic and positive attitude.
This is the job description as constituted at present;
however, the Firm reserves the right to reasonably amend it in
accordance with the changing needs of the business.
**Principals only**
It is the policy of the Firm to recruit, hire,
promote, reassign, compensate and train highly qualified persons
without regard to race, color, sex, sexual orientation, gender
identity or expression, religion, national origin, age, disability
or any other basis protected by applicable law.
