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Global Support Desk Analyst x4
Job Description
Overview
This role is a fantastic opportunity to gain global exposure working for a top international law firm and to learn the unique approach that a truly global organization brings to Information Technology.
Key Relationships
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The Service Desk is the first point of contact for both internal staff and external clients; it is essential for the Analyst to deliver a high level of service to both groups.
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Works closely with Support Team Managers to deliver an efficient and effective service.
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Collaborates with other IT Service Management teams to ensure seamless support, service, and security.
Context
The Analyst is primarily responsible for resolving customer issues raised via phone or email. This role involves being a reliable point of contact for users, escalating issues when necessary, and maintaining strong customer relationships. The IT function is crucial to the firm’s daily success, and this role plays an essential part in that model.
Role and Responsibilities
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Act as a single point of contact for users via phone, email, or self-service portal for IT issues and queries.
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Take responsibility for incident resolution, ensuring as many as possible are resolved at first line.
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Maintain effective working knowledge across all IT support areas to maximize first-call resolution.
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Log, assign, track, and respond to incidents and requests in line with agreed standards and procedures.
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Provide timely updates to customers and escalate appropriately when required.
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Ensure accurate records are maintained in the IT Service Management System.
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Deliver a “white glove” level of service to users.
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Escalate incidents and requests to management or second/third-line teams when necessary, ensuring users are updated throughout the process.
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Build and maintain strong customer relationships.
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Promote awareness and compliance with Information Security policies and complete required annual training.
Team
This position reports directly to the Service Desk Manager and works closely with other members of the regional and global IT teams.
Key Requirements
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Minimum of 3 years’ experience in a Service Desk role, including support calls and working with a ticketing system (law firm experience preferred but not required).
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Knowledge of iManage Work, Windows 10, and Apple iOS.
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Strong knowledge of Microsoft technologies (Office 365, Teams, OneDrive, etc.).
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Experience with Remote Support tools (SCCM, TeamViewer) and Active Directory.
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Ability to work well under pressure.
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Excellent communication skills.
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Flexible, customer-focused approach to service delivery.
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Strong team player, willing to share knowledge with others.
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Ability to work independently when needed.
The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.
Meet Your Recruiter
Cara Partovich
VP of Recruiting
A graduate from Penn State where she received her degree in Communications and Business. She has been with TPG since February 2016, and got into recruiting as she has always been intrigued by it. When she is not in the office you can find her hanging in the city or traveling with her husband, baby girl and dog.
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