Job DescriptionAn international law firm spanning across the US/Europe/Asia is looking for Service Desk Analysts to join their fully remote 365, 24x7 Level 1 Service Desk for roughly 3000+ end users. This role is primarily a phone support role and focusing on 1st level support, and then each field office has their own Level 2 Desktop techs. The firm is in the Top 50 largest law firms in the world; they focus on corporate, litigation, intellectual property, fund formation, public markets, employment, life sciences (#1 law firm for tech and life sciences IPOs), clean technology, real estate, financial services, retail, regulatory and energy practices. The firm received the following awards form Fortune Magazine: Best Companies to Work For, Best Workplaces for Women, Best Workplaces for Flexibility, Best Workplaces for Giving Back, and Best Workplaces for Parents.The Service Desk analyst will serve as the front line for the firm and will assist the organization in managing processes for Incident, Change, Service Request and Problem Management. The Service Desk Analysts shift vary from day shifts, weekend, swing. We are in current need of shift:Monday - Friday: 1230PM-11PM EST. This shift is considered a "Swing" shift and can fluctuate up to 3 hours earlier or later as needed, but would be given advanced notice of any shift change. This has not occurred that often since our inception but it is important to note that in the event we need to adjust slightly for a day or so this analyst must be flexible. We are seeking folks who are customer service-oriented, high energy, professional, and eager to learn new technologies. The agents will be handling roughly 400-500 contacts a day (roughly 12-14/hr); roughly 33% of tickets are calls into the Service Desk, and 67% are emails coming in that will be allocated for scheduled calls.Since this is a 365 desk there will be some US holidays that the analysts will need to work on a skeleton crew.Responsibilities:Provide responsive, timely and high-quality support to corporate customers regarding their technical inquiries, driving ownership and resolution of issues through critical thinking, technical proficiency, and excellent communication.
Research, resolve, and respond to complex questions received via emails, chat, and collaboration tools, providing support on the computing and collaboration environment, including the following systems, platforms, or technology:
-Microsoft Office 365 Account Support, Password Resets, etc.-Windows 10; PC Laptop, Desktop and Mobile Device support-MS Office Productivity Suite functional support-Collaboration tools including but not limited to Zoom-Remote support toolsets including: ProxyPro-Support of Audio-Visual teleconference systems, equipment, and scheduling, such as Zoom Rooms-Acquire and maintain knowledge of updated supported platforms and releases, current support policies, and methods of support delivery, to provide technically accurate solutions to customers.-Attend structured and unstructured (shadow, OJT) training sessions offered within the group and assist in training workshops, as well as weekly Team training sessions.-Utilize ITSM ticketing system (such as ServiceNow) to classify, prioritize and enter details of each working interaction with appropriate level of detail and attention to completeness, accuracy, and grammar.-Participate in team projects that enhance the quality or efficiency of Service Desk service.-Average handling time 9-13 minutes, handling 12-14 contacts/hourly.-Accurate troubleshooting notes, multi-tasking - documenting and troubleshooting simultaneouslyCompensation: $20/hr to $25/hr. Exact compensation may vary based on several factors, including skills, experience, and education.We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com . To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .Skills and Requirements
2-4 year Technical Degree OR equivalent experience as a Service Desk Analyst (1-2 years)
Proven expertise with positive customer service skills and communication skills
Experience with ACD systems, such as any of the following: Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact, Five9
Experience with ITSM / Ticketing systems, such as any of the following: BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk
Demonstrated support of enterprise environments, including:
Hands-on and/or remote Break / Fix support of desktop and laptop computing equipment and peripheralsSupport of Microsoft Windows 10 Operating SystemSupport of MS O365 provisioned accountsSupport of mobile devices such as iphone, android, iPads, Surface Devices, etc.Password Reset, Account Unlock, etc.Support of MacBook devices and MacOSSupport of collaboration platforms and environments such as Zoom, Slack, MS Teams, etc.Use of remote-support technologies such as Bomgar, TeamViewer, BeyondTrust., etc. - Prior experience working within a firm environment including Accounting, Consulting or Legal organizations is a strong plus
ServiceNow experience
Experience supporting MacOS 10-11; MacBook Air and MacBook Pro
Technical certifications null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.
