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Service Desk Support Analyst (Legal/Law Industry Experience)
100% Remote
Permanent Opportunity
A variety of shifts are available.
Essential duties and responsibilities include, but are not limited:
• Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
• Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
• Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools.
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines).
• Escalate unresolved issues to Team Leads.
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
Requirements
• Experience working in the law industry or at a law firm
• 1-2 years of experience in an end-user support role.
• Advanced analytical and problem-solving skills.
• 1-2 years of analytical and problem-solving skills.
• Experience in a Service Desk environment a plus