Jobs
>
London

    Global IT Support Service Desk II - London, United Kingdom - Kirkland & Ellis LLP

    Kirkland & Ellis LLP
    Kirkland & Ellis LLP London, United Kingdom

    6 days ago

    Default job background
    Description

    Description

    This job description will be reviewed periodically and is subject to change by management and/or Human Resources.

    POSITION OVERVIEW

    The Global IT Support Service Desk is responsible for providing premium, 24 hours a day, 7 days a week call center and email support to Kirkland Attorneys, Clients and Investors in regard to application-related issues and requests. The Service Desk Analyst II position will receive the majority (80-85%) of incoming requests for assistance via telephone and email. Responsibilities include, but are not limited to:

    ESSENTIAL FUNCTIONS

  • Fielding Service Desk calls; resolving approximately 85% of problems upon first contact and referring advanced problems and requests to the appropriate technicians.
  • Tracking customer calls and recording detailed and accurate information in Service Desk issue tracking system in a timely manner.
  • Monitoring tickets entered into the Service Desk issue tracking system, following up with the referral technician, and contacting the user after resolution for quality control purposes.
  • Fulfilling customer requests in a timely and highly customer-service-oriented manner.
  • Participating in training and working to develop and maintain top knowledge in existing and new technologies to provide most effective support for callers.
  • Following the Firm's established Policies, Standards, Procedures and Guidelines in delivering service to the users; utilising 'best practice' documentation, proper escalation procedures, etcetera.
  • Handling other tasks and projects as required to support the overall operations of the Service Desk

    • The candidate must have strong analytical skills and the ability to operate in extreme high-pressure situations, successfully handle multiple priorities and possess a high level of discipline while remaining flexible. In addition to demonstrating considerable experience in the areas of responsibility listed above, the successful candidate will demonstrate expertise in providing prompt, professional and courteous services on all customer requests, problems, and queries. The candidate must have excellent oral and written communication skills, must show strong interpersonal and customer service skills, and will have the ability to be process-oriented yet flexible. The candidate must be able to interact with individuals in all levels of the Firm's business. He or she must be able to work well with other technical teams to provide troubleshooting steps to aid in the resolution of desktop computing issues.

    OTHER FUNCTIONS (This list is not exhaustive and may be supplemented and changed as necessary.)

  • Excellent communication skills, is able to develop tactical plans with frequent oversight by supervisor level or higher.
  • Excellent interpersonal skills, brings conflicts & disagreements into the open and attempts to resolve them collaboratively.
  • Ability to identify issues and recognize possible patterns.
  • Investigate and compare data from different resources and take a pro-active approach to quick resolution of issues while keeping manager abreast of situation.
  • Recognized as a positive & motivational leader for the team.
  • Has good decision making skills, based upon mixture of seeking input from others, analyzing input & using sound judgment.
  • Work well with others in a team environment, share responsibilities and offer assistance to others during slow periods.
  • Consistently model the highest level of excellent customer service and professionalism at all times.
  • Establish and maintain effective, courteous relationships with customers and gain their trust and respect.
  • Excellent judgment in assessing user issues; Expert level trouble-shooting methodology.
  • Ability to work to the best resolution either through own knowledge or proper, timely escalation.
  • Proficiency in OS and core application suite; including the Microsoft Suite and various Kirkland applications.
  • Excellent PC troubleshooting skills.
  • Intermediate Networking including wireless experience.
  • Demonstrates the willingness and ability to help other team members on difficult issues.
  • Documents new findings/solutions.
  • Adheres to use of call ticketing system for each and every record ( request, issues, etc.).
  • Understands and follows ticket ownership guidelines and system usage.
  • Solid ability to research information through internal and external sources.
  • Adheres to written procedures, checklists and all quality control associated with project rollouts.
  • Participates in on-call and overtime on an as needed basis

    • QUALIFICATIONS

    Education, Work Experience, Skills

  • Bachelor's degree or the equivalent is preferred
  • Proven extensive experience in a professional services environment, law firm experience preferable.
  • Team lead level experience or above is preferred.
  • A+ and/or Microsoft certification are desirable.
  • Strong verbal, and written communication skills are required.
  • Must be able to demonstrate strong interpersonal and customer service skills and will have the ability to be process-oriented yet flexible.

    • Technologies/Software

  • Messaging
  • Document Management
  • Word processing, spreadsheet, and presentation
  • Remote Computing
  • Windows Operating System
  • Firm administrative systems
  • Trouble ticketing database/Knowledge base
  • Automated Call Distribution System

    • Current K&E Technologies

  • Internet Explorer, FireFox & Microsoft Edge browser
  • Microsoft Windows 10
  • Microsoft Office 365 Suite
  • iManage Work
  • Citrix /VPN
  • Microsoft Multi-factor Authentication
  • ITSM Ticket Management System

    • Certificates, Licensures, Registrations

  • Help Desk Institute - Analyst certification preferred
  • ITIL v4 certification preferred

    • #LI-FW1

  • Education Support Professionals Ltd

    IT Service-desk

    1 week ago

    Education Support Professionals Ltd London, United Kingdom

    IT SERVICE-DESK (Europe) : ICT 1st Level SUPPORT - HYBRID WORKING - LONDON OR MILTON KEYNES -£25K + Ex Bens · Our client - an International group of schools are looking for a 1st Level Helpdesk Technician to cover their UK and EU operations - This is an developing role that will ...

  • Conex Europe

    IT Service Desk

    3 days ago

    Conex Europe London, United Kingdom

    **International Law Firm** · **IT Service Desk - 30/31k + on call allowance + Benefits - London. City** · This International Law firm have an opening for an IT Service Desk specialist whose duties include; · - Owning call resolution from first contact through to customer satisfac ...

  • BRT Consulting LTD

    Service Desk

    3 days ago

    BRT Consulting LTD London, United Kingdom

    **Service Desk / Infrastructure Support Specialist - London (Mayfair) - £50 - £60K + Bonus + Benefits** · **Your key responsibilities**: · - Resolving Incidents and Service Requests associated with end user software, PC hardware and mobile technologies · - Documenting all actions ...

  • Clearwater People Solutions Ltd

    Service Desk Administrator

    2 days ago

    Clearwater People Solutions Ltd London, United Kingdom

    A client of ours in looking to recruit a Service Desk Administrator. You will be based at one of their key client sites in Canary Wharf helping and solving client faults, requests, and queries. The Service Desk Administrator will have a willingness to learnand further develop ski ...

  • Lorien

    IT Service Desk Analyst

    4 days ago

    Lorien London, United Kingdom

    IT Service Desk Analyst - 1st and 2nd Line - Insurance · - £20,000 - £25,000 · - Permanent · - 5 days on site - Liverpool St area. · - Will suit someone junior in their career · - Diverse Company culture · We are working with a global brand in the insurance market that is looking ...

  • Lawrence Harvey

    Service Desk Lead

    1 day ago

    Lawrence Harvey London, United Kingdom

    Posted 10 August 2023- Salary £ £70000 per annum + Benefits + Bonus- LocationLondon- Job type Permanent- DisciplineSoftware Engineering- Reference241780_ Contact NameZane Els**Job description**: · IT Service Desk Lead - London - Hybrid - £ bonus · Our client, an expert within the ...

  • Lorien

    Service Desk Manager

    1 week ago

    Lorien London, United Kingdom

    **Service Desk Manager - IT MSP** · £62,000 per annum · City Of London Office. · I am representing an award winning IT MSP who are looking for an experienced Service Desk Manager to come and manager an excellent Support Division. · **Team Size - 20** · **Team Leads - 3** · You wi ...

  • Understanding Recruitment

    Service Desk Manager

    1 week ago

    Understanding Recruitment London, United Kingdom

    **Service Desk Engineer** · Are you a Service Desk Engineer looking for your next exciting opportunity? · This leading charity is going through a sustained period of growth and are currently looking to invest in a Service Desk Engineer to join their growing team, based in Tower b ...

  • Owen Daniels Consultancy

    IT Service Desk Analyst

    1 week ago

    Owen Daniels Consultancy London, United Kingdom

    **ROLE - IT Service Desk Analyst** · **LOCATION - West London** · **SALARY - £30,000 - £35,000** · **PERMANENT** · We have partnered with a global consumables manufacturing company based in West London who are going through a period of growth right now and are hiring for an IT Se ...

  • eFinancialCareers

    Service Desk Analyst

    1 week ago

    eFinancialCareers London, United Kingdom

    Our client is considered one of the top macro-Hedge Funds in the world, the industry award-winning company want to grow their existing team based in London and are currently searching for a highly skilled Service Desk Analyst. The Service Desk Analyst willneed to provide support ...

  • Involved Solutions

    IT Service Desk Analyst

    1 day ago

    Involved Solutions London, United Kingdom

    **Job title**: IT Service Desk Analyst · **Contract**: Permanent · **Salary**:£40,000 + Benefits · **Location**:Hybrid based in The City of London · We are currently working with a law firm who are currently looking to bring in an IT Service Desk Analyst to support their lawyers. ...

  • HARTLEYCO LTD

    IT Service Desk Analyst

    1 week ago

    HARTLEYCO LTD London, United Kingdom

    I'm currently hiring for an IT Service Desk Analyst on behalf of a Managed Services Provider based in West London. · You will be responsible for service desk support around predominantly Microsoft technologies. · Below are the key skills (in order of importance): · - Windows 10/1 ...

  • Jonathan Lee Recruitment

    Service Desk Analyst

    16 hours ago

    Jonathan Lee Recruitment London, United Kingdom

    **IT Support Analyst** · **Salary - £20,000 - £25,000** · **Located - Southwest London** · **IT Support, 1st Line, Windows, Office 365, Exchange** · This fantastic company, based in South West London requires an experienced Service Desk Analyst to join the team for a new permanen ...

  • Experis LTD

    Service Desk Manager

    1 week ago

    Experis LTD London, United Kingdom

    My client a large global asset management company is looking for an experienced Service Desk Manager. · The Global Technology department plays a crucial role in supporting the success of the business. We are responsible for developing and implementing state-of-the-art software an ...

  • Computappoint

    IT Service Desk Analyst

    1 week ago

    Computappoint London, United Kingdom

    IT Service Desk Analyst - Azure, O365, ServiceNow - Perm - £45k + benefits and bonuses · **Skills: Azure, O365, Windows, MS Office, Active Directory, ServiceNow, Hybrid working model days per week onsite)** · A leading financial organisation are looking to hire a Senior IT Servic ...

  • Huntress

    Service Desk Analyst

    4 days ago

    Huntress London, United Kingdom

    **Job title**: Service Desk Analyst · I am excited to share that I am currently recruiting for a Service Desk Analyst for a fantastic client of mine who operates within Financial Services sector. · **Core responsibilities**: · - To provide 1st & 2nd line IT support to the company ...

  • HARTLEYCO LTD

    IT Service Desk Analyst

    1 week ago

    HARTLEYCO LTD London, United Kingdom

    I'm currently hiring for an IT Service Desk Analyst on behalf of a Managed Services Provider business based in West London. · You will be responsible for service desk support around predominantly Microsoft technologies. · Below are the key skills (in order of importance): · - Win ...

  • Technet IT Recruitment Limited

    Service Desk Engineer

    1 day ago

    Technet IT Recruitment Limited London, United Kingdom

    **Service Desk Engineer** · **London Onsite** · **Salary package up to £34,000** · Service Desk Engineer required to join a well-known arm of the government in London. You will be providing support to a wide range of clients and will have a real passion for problem solving. · **S ...

  • Integral Recruitment Ltd

    Service Desk Engineer

    5 days ago

    Integral Recruitment Ltd Camden, United Kingdom

    **Service Desk Engineer · £35,000 - £40,000 plus benefits including training and certifications · London, NW1** · Key Words: IT Support, MSP, Managed Services, IT Managed Services, 1 st Line, 2 nd Line, 3 rd Line, Service Desk, Helpdesk, Help Desk, PC, Mac, Active Directory, Clou ...

  • Revoco

    Service Desk Manager

    1 week ago

    Revoco London, United Kingdom

    **Service Desk Manager** · **West London, office based 4 days per week** · **Permanent - £50,000-£65,000 **(depending on experience) plus bonus & benefits · Are you looking to join a well established UK business with over 3000 staff and a cutting edge IT function of circa 300 peo ...