Service Desk Analyst (Fully Remote)

Thursday-Monday

12:00 am - 8:30 am EST

**Some US holidays**

Must-haves

- 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 peripherals

Support of Microsoft Windows 10 Operating System

Support of MS O365 provisioned accounts

Support of mobile devices such as iphone, android, iPads, Surface Devices, etc.

Password Reset, Account Unlock, etc.

Support of MacBook devices and MacOS

Support of collaboration platforms and environments such as Zoom, Slack, MS Teams, etc.

Use of remote-support technologies such as Bomgar, TeamViewer, BeyondTrust., etc.

Plusses

- 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

Day-to-Day

An international law firm spanning across the US/Europe/Asia is looking for a Service Desk Analyst to join their fully remote 24x7 Level 1 Service Desk for roughly 3000+ end users. 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 will be Monday-Friday1130AM-8PM EST. We are seeking folks who are customer service-oriented, high energy, professional, and eager to learn new technologies. The team of 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.