Technical Support Analyst - remote - onsite 1 week a quarter

Technical Support Analyst - remote - onsite 1 week a quarter

03 Nov 2023
California, Los angeles, 90013 Los angeles USA

Technical Support Analyst - remote - onsite 1 week a quarter

Tech Support Analyst

The 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

You will be working within a follow-the-sun support model alongside colleagues in Manchester 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 of our analysts have a high level of technical 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 & Second line support to the employees using various firm applications and systems, including Windows 10, MS Office 2016 & Office 365, 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

A key to success and our continued ability to deliver the highest quality service to our clients is our one-firm culture a spirit of teamwork and shared commitment to quality across our offices worldwide that has long distinguished us from other law firms.

Join our team if you:
Are passionate about customer service and emerging technology
Consider yourself to have a high level of technical ability
Are process driven, with a focus on continual service improvement through quality assurance
Are talented at root cause analysis with excellent attention to detail
Have excellent communication skills both verbally and written
Are driven by results and customer satisfaction

And have:
Experience working within a technical support function
An ITIL v3 or v4 Qualification or have worked within the ITIL v3 or v4 Framework in a previous role

The below are desirable but not essential:
Experience in an ITIL v3 Service Management toolset (ServiceNow preferably)
A degree in Computer Science or Information Systems

Please note that the shifts available for this role are:

Mon Fri 6:00 2:00pm PT
Mon Fri 8:00 4:00pm PT
Sun Wed 12:00 10:00pm PT

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