The Service Desk Senior Technician is responsible for providing high quality customer service interactions with the firm's end user population via the telephone and email. They will facilitate and resolve a wide variety of requests, inquiries and complaints with the use of their extensive technical knowledge of hardware and software. The Senior Service Desk Analyst will work independently, and as part of a team, to deliver outstanding service and support.
Duties and Responsibilities: - Assists users to resolve computer related problems such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence.
- Hardware Support functions include, but are not limited to, end user support, desktop support, laptop support, visiting office setups, and mobile device support. Perform basic printer, network and device troubleshooting.
- Software support functions include, but are not limited to, answering an array of job-specific How-To questions and the installation, basic configuration and troubleshooting of applications that are standard within Sidley's environment or otherwise approved for installation.
- Document and maintain user request and incident records in IT Service Management System. Maintain ownership of user inquiries and requests through resolution, owning the relationship with the customer.
- Escalate to and closely collaborate with various Level II and III Engineers and other IT groups to obtain knowledge and system access that allows for the highest level of customer service and quick resolution at the Service Desk level
- Meet and exceed team and individual performance standards including abandon rate, first call resolution and SLAs.
- Execute basic and routine systems administration tasks (e.g., password administration, updating Outlook distribution list, and mailbox rights requests.)
- Participate in cross-training and shadowing with new Service Desk team members
- Lead and assist with projects such hardware or software upgrades and on-boarding of large groups.
- Utilize, create, evaluate and submit updates to Knowledgebase articles and share knowledge through other designated forums with Service Desk teammates.
- Lead through influence by sharing knowledge, reviewing Analysts' proposed escalations, suggesting process improvements and mentoring of Service Desk team members.
- Perform other duties as required.
Education and/or Experience: Required:- BA/BS degree or equivalent work experience, with a preference for those with a degree
- A minimum of three years of experience providing advanced support of the following applications: Document Management Systems, Microsoft Office Suite, Document Comparison Applications, Adobe Acrobat Professional, various Internet Browsers, network resources, Windows operating systems, web interfaces, and remote access, i.e., Citrix, VPN, etc.
- A minimum of three years providing direct and exceptional user support in a high performance culture
- A minimum of three years of experience supporting Smartphones, e.g., iPhone, Android
- Proven success building strong relationships with team members and mentoring in support of organization-wide initiatives.
Preferred:- A minimum of three years of prior law firm or professional services experience.
- Microsoft Office Application certifications.
Other Skills and Abilities:The following will also be required of the successful candidate:
- Strong organizational skills
- Strong attention to detail
- Good judgment
- Strong interpersonal communication skills
- Strong analytical and problem solving skills
- Able to work harmoniously and effectively with others
- Able to preserve confidentiality and exercise discretion
- Able to work under pressure
- Able to manage multiple projects with competing deadlines and priorities
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The target salary range for this role is:
$75,000 - $94,000 if located in Illinois
Salaries vary by location and are based on numerous factors, including, but not limited to, the relevant market, skills, experience, and education of the selected candidate. Our compensation package also includes bonus eligibility and a comprehensive benefits program. Benefits information can be found at Sidley.com/Benefits.
