Help Desk Analyst
Herbert Smith Freehills Kramer, New York, NY, United States
Overview
Performs all help desk analyst functions according to established policies and procedures. Field calls and emails from attorneys, managers and staff and solves or escalates to the appropriate support group. Ability to effectively handle all types of personalities with professionalism at all times. Responsibilities
Receives and responds professionally and courteously to inbound calls and email requests for assistance from users needing assistance with hardware, software, networking, and other computer related technologies. Effectively documents all support requests and, if necessary, escalates to appropriate support group and or individual. Monitors progress through resolution. Analyzes and resolves problems, as well as documents resolutions in ticket tracking system. Monitors support activity and informs team/manager of any perceived trends in calls/emails being received and/or solutions being employed. Participates in the implementation of special projects as requested. Continually improves technical proficiency through research, self-training and participation in internal and external training opportunities. Participates in the rotation of monitoring and resolving of voicemail and email requests. Requires flexibility for coverage of all shifts on short notice and for vacations. Shift Hours: 12 PM – 8 PM 100k – 120k Requirements
Three years of work experience in a medium to large PC-based legal or professional services organization where you have gained experience in providing high quality customer service. Ability to quickly analyze problems, follow policies and procedures and establish work priorities. Must be able to work in a group environment. Strong customer service focus combined with excellent listening, written and verbal communication skills. Ability to effectively handle all types of personalities with professionalism at all times, including during stressful conditions. Individuals in this role must possess strong editing skills with MS Word with document scrubbing, repair and recovery, as well as the ability to style, format, print, and store documents in a document management system. Familiarity with the following applications such as DUO 2FA, MS Authenticator, Citrix and Cisco VPN connectivity, Azure, Entra, Exchange Online, Intune, iManage, Mimecast, CyberArk, Service Now ticketing system, Zoom and Teams. About Us
At Herbert Smith Freehills Kramer, we align your growth and ambition with ours. We invest in your personal and professional growth and support you to achieve your ambitions. And you share responsibility for playing a part in delivering the firm’s growth and ambition too. A leading global law firm, with over 6,000 people, we are in the world\'s largest markets, key financial centers and major growth hubs. We’re recognized leaders in demanding contentious matters, exacting regulatory work and complex public and private transactions. We’re immersed in the many challenges facing our clients. We’re invested and resourceful. We understand the part technology and digitalization play in the delivery of legal services. We want to make a positive impact wherever in the world we operate. You’ll have the opportunity to engage with an open mind and curiosity. We are known for our diverse perspectives and renowned for our culture. Being human, bold and outstanding are more than our values: you’ll discover they are our lived experience. And by being ambitious for your growth and ours, we’ll achieve our goals together. Herbert Smith Freehills Kramer: Your growth. Our ambition. Herbert Smith Freehills Kramer is an equal opportunity employer. The firm is committed to creating and maintaining a workplace in which all employees have an opportunity to participate and contribute to the success of the business and are valued for their skills, experience, and unique perspectives. The firm does not discriminate on the basis of race, color, creed, religion, sex, national origin, veteran status, mental or physical handicap or disability, age, citizenship status, alienage, ancestry, marital status, sexual orientation, gender identity, or expression or any other criteria prohibited under applicable federal, state or local law.
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Performs all help desk analyst functions according to established policies and procedures. Field calls and emails from attorneys, managers and staff and solves or escalates to the appropriate support group. Ability to effectively handle all types of personalities with professionalism at all times. Responsibilities
Receives and responds professionally and courteously to inbound calls and email requests for assistance from users needing assistance with hardware, software, networking, and other computer related technologies. Effectively documents all support requests and, if necessary, escalates to appropriate support group and or individual. Monitors progress through resolution. Analyzes and resolves problems, as well as documents resolutions in ticket tracking system. Monitors support activity and informs team/manager of any perceived trends in calls/emails being received and/or solutions being employed. Participates in the implementation of special projects as requested. Continually improves technical proficiency through research, self-training and participation in internal and external training opportunities. Participates in the rotation of monitoring and resolving of voicemail and email requests. Requires flexibility for coverage of all shifts on short notice and for vacations. Shift Hours: 12 PM – 8 PM 100k – 120k Requirements
Three years of work experience in a medium to large PC-based legal or professional services organization where you have gained experience in providing high quality customer service. Ability to quickly analyze problems, follow policies and procedures and establish work priorities. Must be able to work in a group environment. Strong customer service focus combined with excellent listening, written and verbal communication skills. Ability to effectively handle all types of personalities with professionalism at all times, including during stressful conditions. Individuals in this role must possess strong editing skills with MS Word with document scrubbing, repair and recovery, as well as the ability to style, format, print, and store documents in a document management system. Familiarity with the following applications such as DUO 2FA, MS Authenticator, Citrix and Cisco VPN connectivity, Azure, Entra, Exchange Online, Intune, iManage, Mimecast, CyberArk, Service Now ticketing system, Zoom and Teams. About Us
At Herbert Smith Freehills Kramer, we align your growth and ambition with ours. We invest in your personal and professional growth and support you to achieve your ambitions. And you share responsibility for playing a part in delivering the firm’s growth and ambition too. A leading global law firm, with over 6,000 people, we are in the world\'s largest markets, key financial centers and major growth hubs. We’re recognized leaders in demanding contentious matters, exacting regulatory work and complex public and private transactions. We’re immersed in the many challenges facing our clients. We’re invested and resourceful. We understand the part technology and digitalization play in the delivery of legal services. We want to make a positive impact wherever in the world we operate. You’ll have the opportunity to engage with an open mind and curiosity. We are known for our diverse perspectives and renowned for our culture. Being human, bold and outstanding are more than our values: you’ll discover they are our lived experience. And by being ambitious for your growth and ours, we’ll achieve our goals together. Herbert Smith Freehills Kramer: Your growth. Our ambition. Herbert Smith Freehills Kramer is an equal opportunity employer. The firm is committed to creating and maintaining a workplace in which all employees have an opportunity to participate and contribute to the success of the business and are valued for their skills, experience, and unique perspectives. The firm does not discriminate on the basis of race, color, creed, religion, sex, national origin, veteran status, mental or physical handicap or disability, age, citizenship status, alienage, ancestry, marital status, sexual orientation, gender identity, or expression or any other criteria prohibited under applicable federal, state or local law.
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