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Desktop Support Technician
The shift for this role is primarily Monday - Friday, 7am-3pm, with weekend work as needed in exchange for a day between Monday and Friday. The success of our firm is largely determined by our commitment to hire and develop the very best and brightest; creating a team that provides our clients with the highest quality of work and service. We are driven by our core values: respect, innovation and collaboration.
We are a global law firm consistently ranked among the top firms in the world, is seeking a temporary Global Technology Support Center (GTSC) Analyst to join our team in downtown Los Angeles.
Our Global Technology Support Centre operates to the highest standards measuring success through Key Performance Indicators like:
First Call Resolution which is consistently over 75%
CSAT - 97% of all customer surveys returned are positive
This is a true reflection of the expertise and quality upheld by our GTSC analysts, so if you consider yourself to be an expert in your field and hold customer service at the heart of what you do, then please get in touch as we d like to have you as part of our dynamic team!
You will be working within a follow-the-sun support model alongside colleagues in Los Angeles and will be expected to provide expert technology support to our lawyers, paralegals and staff across all of our global offices via telephone, email, chat and remote access systems with an emphasis on quality over quantity this isn t a log and flog Servicedesk; all our analysts have a high level of technically ability and are trusted to administer most systems, balancing first call resolution, speed of resolution and quality, all delivered to a very high standard.
Responsibilities and duties will include:
First & Secondline support to our employees using various firm applications and systems, including Windows 10, MS Office 2016, iManage, Litera Change Pro, DTE and Adobe Acrobat
Handling escalations from Technology teams located in each of our global offices
Logging and tracking all support requests in our Service Management Toolset (ServiceNow)
Incident Response Management for major incidents experienced across the firm
Providing remote access support including wireless connectivity, VPN and VDI Services
Supporting mobile collaboration using Blackberry Work apps
Responding to hardware questions and problems involving desktop computers, laptops, printers, smartphones, multi-function devices and Cisco phones
