Support
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Deskside Analyst
Job Description
Title: Deskside Analyst
Reporting to: US Deskside Manager
Location: New York, NY
Role purpose
This role is a fantastic opportunity to gain global experience working for one of the largest law firms in the world and to learn the unique approach that a truly global firm utilizes towards Information Technology.
The Support Analyst will help support staff and clients to ensure the needs of the business are functioning properly and efficiently.
Key relationships
This role involves acting as a reliable point of contact for users, ensuring proper functioning of equipment, and maintaining good customer relationships. The IT function is crucial to the day-to-day success of the business and the Deskside Analyst will play an essential part in this model.
Role and responsibilities
"Essential functions" are primarily job duties that incumbents must be able to perform unassisted or with some reasonable accommodation. Essential duties and responsibilities include (but are not limited to):
This position reports directly to the US Deskside Manager and works closely with other members of the U.S. Information Technology team.
Key requirements
Reporting to: US Deskside Manager
Location: New York, NY
Role purpose
This role is a fantastic opportunity to gain global experience working for one of the largest law firms in the world and to learn the unique approach that a truly global firm utilizes towards Information Technology.
The Support Analyst will help support staff and clients to ensure the needs of the business are functioning properly and efficiently.
Key relationships
- Deskside is the second point of contact for internal customers and external clients, it is essential for the IT Deskside Analyst to deliver high levels of service to both these groups.
- Works closely with Support Team Managers to deliver an efficient and effective service.
- Works closely with other IT Service Management teams to ensure a seamless approach to support, service, and security.
This role involves acting as a reliable point of contact for users, ensuring proper functioning of equipment, and maintaining good customer relationships. The IT function is crucial to the day-to-day success of the business and the Deskside Analyst will play an essential part in this model.
Role and responsibilities
"Essential functions" are primarily job duties that incumbents must be able to perform unassisted or with some reasonable accommodation. Essential duties and responsibilities include (but are not limited to):
- Provide first class 2nd line (Deskside support) for incident resolution for all end user devices and applications used within the US region. This includes but is not limited to iManage, MS Office 365 applications, Adobe products, conferencing and collaboration systems and all end user devices.
- Act as a single point of contact for the Service Desk regarding IT issues and queries.
- Ensure that incidents and requests are properly logged, assigned, and tracked according to our agreed standards and procedures.
- Ensure all incidents and requests are responded to within a timely manner (and within SLAs where defined).
- Ensure accurate and timely updates are recorded and maintained in the IT Service Management System.
- Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimize delays.
- Promptly allocate incidents and requests as appropriate.
- Pass and monitor calls to the appropriate team if cannot be resolved by self and liaise with 2nd/3rd party teams when appropriate and ensure customers are updated of events relating to their call. Follow up until resolved with the assigned.
- Record all requests for assistance accurately in the call management system, using the most appropriate source to resolve incidents.
- Appropriate escalation of incidents and requests to the US Deskside Manager in line with our processes.
- Provide 2nd line support for end user hardware (laptops, printers & mobiles) and software (i.e.: Intune, Microsoft Office 365 applications, iManage & RSA token)
- Assist with office moves and setups.
- Build and test laptops and printers and manage office inventory.
- Provide 1st line coverage if required.
- Build and maintain good customer relationships.
- Develop an understanding of the business and departments that you support.
- Complete tasks and other assigned work to agreed deadlines.
- The role holder is expected to consider Information Security in all aspects of their role. The role holder is also expected to promote awareness and encourage compliance with internal Information Security policies. The role holder is required to complete the annual Information Security awareness training within the given timeframe.
This position reports directly to the US Deskside Manager and works closely with other members of the U.S. Information Technology team.
Key requirements
- Minimum 5 years in a Deskside role is required (Law firm experience preferred) but not essential.
- Must possess excellent customer service skills. Be able to communicate effectively with customers, management, and other support teams, both verbally and written.
- Strong knowledge of supporting mobile devices including Apple devices, RSA and Intune.
- Strong knowledge of iManage Work and DeskSite
- Strong knowledge or Laptops, Desktops, Windows 10/11, and Apple iOS.
- Experience supporting Microsoft Technologies (Office 365, Teams, OneDrive, etc.)
- Experience using Remote Support Technologies (SCCM, Team Viewer)
- Experience using Active Directory and Cisco Call Manager
- Ability to assist in IT processes that are used by our attorneys and staff on a daily basis.
- Must be a quick learner with good problem-solving skills and the ability to work well under pressure.
- Excellent communication skills with the ability to communicate technical information to non-technical customers.
- Flexible, customer focused approach to service delivery.
- An enthusiasm for learning about current and new technologies.
- Goal oriented in order to meet specific, agreed metrics and maintain these.
- A good team player and willing to share skills and experience with others.
- Ability to work on own initiative.
- Please note that lifting of equipment (including but not limited to PCs, monitors, and printers) will be required as part of this role.
- There is a requirement to work some weekends and perform out of hours work, office moves, PC.
- Both domestic and international travel may be required necessitating a passport and the flexibility to travel as needed.