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This job description will be reviewed periodically and is subject to change by management and/or Human Resources.

POSITION OVERVIEW

The Global IT Support Service Desk is responsible for providing premium, 24 hours a day, 7 days a week call center and email support to Kirkland Attorneys, Clients and Investors in regard to application-related issues and requests. The Service Desk Analyst II position will receive the majority (80-85%) of incoming requests for assistance via telephone and email. Responsibilities include, but are not limited to:

ESSENTIAL FUNCTIONS

• Fielding Service Desk calls; resolving approximately 85% of problems upon first contact and referring advanced problems and requests to the appropriate technicians.
• Tracking customer calls and recording detailed and accurate information in Service Desk issue tracking system in a timely manner.
• Monitoring tickets entered into the Service Desk issue tracking system, following up with the referral technician, and contacting the user after resolution for quality control purposes.
• Fulfilling customer requests in a timely and highly customer-service-oriented manner.
• Participating in training and working to develop and maintain top knowledge in existing and new technologies to provide most effective support for callers.
• Following the Firm's established Policies, Standards, Procedures and Guidelines in delivering service to the users; utilising 'best practice' documentation, proper escalation procedures, etcetera.
• Handling other tasks and projects as required to support the overall operations of the Service Desk

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, must show strong interpersonal and customer service skills, and will have the ability to be process-oriented yet flexible. The candidate must be able to interact with individuals in all levels of the Firm's business. He or she must be able to work well with other technical teams to provide troubleshooting steps to aid in the resolution of desktop computing issues.

OTHER FUNCTIONS (This list is not exhaustive and may be supplemented and changed as necessary.)

• Excellent communication skills, is able to develop tactical plans with frequent oversight by supervisor level or higher.
• Excellent interpersonal skills, brings conflicts & disagreements into the open and attempts to resolve them collaboratively.
• Ability to identify issues and recognize possible patterns.
• Investigate and compare data from different resources and take a pro-active approach to quick resolution of issues while keeping manager abreast of situation.
• Recognized as a positive & motivational leader for the team.
• Has good decision making skills, based upon mixture of seeking input from others, analyzing input & using sound judgment.
• Work well with others in a team environment, share responsibilities and offer assistance to others during slow periods.
• Consistently model the highest level of excellent customer service and professionalism at all times.
• Establish and maintain effective, courteous relationships with customers and gain their trust and respect.
• Excellent judgment in assessing user issues; Expert level trouble-shooting methodology.
• Ability to work to the best resolution either through own knowledge or proper, timely escalation.
• Proficiency in OS and core application suite; including the Microsoft Suite and various Kirkland applications.
• Excellent PC troubleshooting skills.
• Intermediate Networking including wireless experience.
• Demonstrates the willingness and ability to help other team members on difficult issues.
• Documents new findings/solutions.
• Adheres to use of call ticketing system for each and every record (e.g. request, issues, etc.).
• Understands and follows ticket ownership guidelines and system usage.
• Solid ability to research information through internal and external sources.
• Adheres to written procedures, checklists and all quality control associated with project rollouts.
• Participates in on-call and overtime on an as needed basis

QUALIFICATIONS

Education, Work Experience, Skills

• Bachelor's degree or the equivalent is preferred
• Proven extensive experience in a professional services environment, law firm experience preferable.
• Team lead level experience or above is preferred.
• A+ and/or Microsoft certification are desirable.
• Strong verbal, and written communication skills are required.
• Must be able to demonstrate strong interpersonal and customer service skills and will have the ability to be process-oriented yet flexible.

Technologies/Software

• Messaging
• Document Management
• Word processing, spreadsheet, and presentation
• Remote Computing
• Windows Operating System
• Firm administrative systems
• Trouble ticketing database/Knowledge base
• Automated Call Distribution System

Current K&E Technologies

• Internet Explorer, FireFox & Microsoft Edge browser
• Microsoft Windows 10
• Microsoft Office 365 Suite
• iManage Work
• Citrix /VPN
• Microsoft Multi-factor Authentication
• ITSM Ticket Management System

Certificates, Licensures, Registrations

• Help Desk Institute - Analyst certification preferred
• ITIL v4 certification preferred

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