Cleary Gottlieb Steen & Hamilton LLP

Service Desk Analyst

US-NY-New York
Job ID
2017-1092
# of Openings
1
Category
Administrative

Overview

Provide first and second line technical support to internal staff in the New York office and act as a global back-up support desk for fourteen other offices. This position provides phone and desk side support for 1300+ users in New York. The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.

Responsibilities

-Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.

 

-Receive, log and manage calls from internal staff via telephone and email.

 

-Provide expert applications support utilizing advanced skills in MS Word, Excel, Lotus Notes/Outlook, mobile devices, iManage and all other Firm wide applications.

 

-Provide expert desktop hardware, printer, remote access systems and mobile device support.

 

-Provide intermediate over-the-phone training in MS Office applications (Word, Excel, Outlook, PowerPoint) and other applications used by the Firm.

 

-Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.

 

-Maintain a high degree of customer service for all support queries and adhere to all Help Desk processes and procedures.

 

-Escalate unresolved calls to 3rd level support teams.

 

-Assist with building the User Support Knowledgebase by gathering information and publishing support documentation.

 

-Support and monitor NY LAN and WAN systems.

 

-Contribute to and participate in the Problem Management process

 

-Provide timely and accurate assistance with Quality Assurance projects.

-Participate in all firm-wide IT initiatives.

Qualifications

-Bachelor’s Degree with 2 years of previous IT Service Desk and/or Call Center experience required

-Strong oral and written communication skills

-Excellent interpersonal skills

-Ability to multitask in a fast paced environment

-Experience working with employees at all levels including senior management

-Excellent organizational skills and strong attention to detail

-Bachelor's degree required.

 

-An ITIL qualification is preferable but not essential.

 

-MCP certification would be desirable.

 

-At least 2 years of desktop applications support experience in a professional services environment.

-2 years previous IT Service Desk and/or Call Center experience required.

 

-Strong customer service focus and experience.

 

-Strong analytical and problem solving skills.

 

-Excellent organizational skills.

 

-Strong interpersonal and communication skills with excellent telephone manner.

 

-Ability to communicate effectively with all levels of personnel within the Firm.

-Ability to effectively document in detail, events pertaining to open issues.

-Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, Outlook, Word, Excel, PowerPoint, Lotus Notes and document management systems such as iManage or PC Docs.

 

-Strong knowledge of Lenovo hardware, iPads, iPhones, Androids, BlackBerry, Mobile Iron, HP and Konica printer support.

-Knowledge of Active Directory (reset password, unlock account).

 

-Self-motivated achiever who gains satisfaction from providing excellent customer service.

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