This position is an excellent opportunity to gain global exposure in IT support within a large, internationally connected professional services firm. As a Service Desk Analyst, you will serve as the first point of contact for technical issues and service requests, working closely with internal teams to deliver efficient, high-quality support.
Key Responsibilities
Act as the initial point of contact for technical issues via phone, email, or service portal.
Resolve first-line support incidents where possible and escalate appropriately when necessary.
Log, track, and manage support tickets in the IT Service Management system.
Maintain up-to-date knowledge of technical procedures and troubleshooting methods.
Ensure timely communication and updates to users throughout the support process.
Collaborate with second- and third-line support teams as needed.
Follow established procedures to ensure consistent service quality.
Deliver high levels of customer service and build strong user relationships.
Maintain awareness of and promote compliance with information security policies.
Report directly to the US IT Service Desk Manager and coordinate with regional IT team members.
Qualifications & Experience
Minimum of 3 years’ experience in a technical support or service desk role.
Experience working in professional services or legal environments is required.
Proficient in supporting Microsoft technologies (Office 365, Teams, OneDrive).
Familiarity with iManage Work, Windows 10, and Apple iOS.
Knowledge of remote support tools (SCCM, TeamViewer) and Active Directory.
Excellent communication and interpersonal skills.
Strong customer service orientation with a team-first mindset.
Ability to manage time effectively and work under pressure.
Capable of working independently and using sound judgment to escalate issues.
For more information, please contact Alice Armstrong at Hayward Hawk on (857) 284 8576.
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