Service Desk Analyst

The Service Desk Analyst is responsible for providing high quality customer service interactions with the firms end user population via the telephone and email. They will facilitate and resolve a wide variety of requests inquiries and IT concerns with the use of their strong technical knowledge of hardware and software. The Service Desk Analyst will work independently and as part of a team to deliver outstanding service and support.

• 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 Sidleys 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 calls as necessary to Level II and III IT staff or authorized contractors to resolve problems or fulfill requests according to established escalation procedures.
• 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 and print queue management).
• Utilize create and submit updates to Knowledgebase articles and share knowledge through other designated forums with Service Desk teammates.
• Assist with projects such hardware or software upgrades and on-boarding of large groups.
• Perform other duties as required.

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. If an estimated salary range for this role is available it will be provided in our Target Salary Range section. Our compensation package also includes bonus eligibility and a comprehensive benefits program. Benefits information can be found at Salary Range

Qualifications