Help Desk Support

  • Location
    New York, New York
  • Category:
    IT - IT
  • Job Type:
    Direct Hire
  • Job reference:
    US_EN_8_814326_2881306

A global firm is looking to hire a Help Desk Support with an interest and broad knowledge in IT. This role will be expected to be a part of a team of 5  in a rotating shifting pattern.

 

Job responsibilities:

  • Provide 1st line support to 250 customers across the firm.
  • Ensure all calls and emails are responded promptly.
  • Serve as a single point of contact for all customer calls and customers about IT issues.
  • Troubleshoot IT problems for the company.
  • Update customers on outstanding ServiceNow tickets.
  • Ensure calls and emails are managed within the company’s system in accordance to SLAs and OLAs.
  • Delegate incidents and requests to 2nd and 3rd line teams after all options have been exhausted.
  • Pickup trends from logged calls..
  • Update documents and articles when required.
  •  

    Job qualifications:

  • Outstanding customer service and communication skill
  • Previous IT service desk experience
  • Able to work efficiently in a fast-paced environment
  • Able to understand and prioritize business needs
  • Knowledge and experience with Windows 10 environment (laptops, ServiceNow, MSTeams, MS Office Suite, HP and Lenovo hardware, Imanage 9, Surface Pro
  • Able to take ownership and manage problems to be resolved
  • A+ and other CompTIA certs (preferred)
  • Previous working experience at a law firm (preferred) 
  •  



    Equal Opportunity Employer/Veterans/Disabled

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