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
