Help Desk Analyst

Profile

Help Desk Analyst
The candidate will perform problem resolution from Help Desk tickets, emails, and telephone calls. Research answers to questions using internet, ticketing system resolutions, and discussions. Close tickets after each call. Be responsible for writing clear and easy-to-follow instructions when you have completed each call. Fill in for breaks and lunch for the Help Desk Coordinator. Visit users at their desktop when requested by the Help Desk Coordinator. Demonstrate resolutions to problems to other members of the Help Desk. Report problems that can not be resolved to the Help Desk Coordinator. Other duties as assigned. Should have recent customer service experience in an IT environment and exceptional organizational and people skills. Must have excellent customer service and communication skills, an outgoing personality, a calm demeanor, have hands-on experience with a number of the legal software applications the firm uses such as Windows 10/Windows 11, Office 365, iManage or equivalent document management system, Adobe Pro, remote desktop software, and experience working with a service desk ticketing system. Must be extremely organized, and be able to clearly and succinctly explain problem resolution to all levels, from Senior Partners to Legal Assistants. Strong customer service and communication skills are essential.

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