Our client, a leading legal company, is hiring a Service Desk Analyst on a contract basis.
Job ID #: 80813
Work Location:
San Francisco, CA
Summary:
- Receive, log and manage calls from local staff and the Service Desk and from the Global Network team.
- Act as a point of contact for working remotely with the service desk team regarding IT issues and queries which may involve hardware and software.
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
- Maintain a high degree of customer service for all support queries and adhere to all Help Desk processes and procedures.
- Escalate unresolved calls to the NY Service Desk and or Service Desk team leaders.
- Participate in weekly and bi-weekly meetings involving service desk and team leaders.
- Participate in and support firm related events on or off site.
- Support and monitor LAN and WAN systems in both offices.
- Configuring and setting up end- user equipment.
- Travel between the San Francisco and Palo Alto (Silicon Valley) offices as needed to address IT issues on-site
Required Qualifications:
- A minimum of 4 years of previous IT Service Desk and/or Call Center experience
- Strong oral and written communication skills
- Ability to multitask in a fast-paced environment
- Experience working with employees at all levels including senior management
- Excellent organizational skills and strong attention to detail
- Strong customer service focus and experience.
- Strong analytical and problem-solving skills.
- Strong interpersonal and communication skills with excellent telephone manner.
- Ability to effectively document in detail, events pertaining to open issues.
- Strong knowledge of Lenovo hardware, and mobile devices (iPads, iPhones, & Android).
- Knowledge of network systems (routers, switches, LAN, WAN,TCP/IP stack), ability to identify network and systems issues
- Hands-on experience on common hardware and software MS O365, Windows 10, Zoom Room, Poly conference units and HP printers.
- Knowledge of IT Service Management concepts required
- ITIL 4 certification preferred
- Ability to travel between offices as needed
Pay Range: $55- $60/ hour