Senior Service Desk Analyst - 100% Remote Opportunity Job Listing at Seyfarth Shaw in Atlanta, GA (Job ID 2246)

Description

At Seyfarth, we understand that great people are the key to our success, and we provide the opportunities to match. If you join us, you'll work with state-of-the-art technology in a friendly and professional environment, and we will continue to invest in your professional development. If you want the freedom to grow at a firm that is invested in your future, keep reading.

THE OPPORTUNITY:

As part of our larger technical support group you will be an integral part of our service desk team.  You will serve as first point of contact, providing concierge level of technical support and assistance to our professionals and staff by phone and email.   You will act as a resource to the service desk analysts on support activities and collaborate within the larger IT support team to ensure the highest level of customer support and resolutions. 

THE DAY-TO-DAY:

On any given day, you will work within the service desk to handle a variety of support activities with a goal of first call resolution:

• Troubleshoot contacts directed to the National Service Desk via voice, email, or chat
• Provide high-quality and customer driven technical support
• Use of incident management system to properly document and escalate incidents as they are reported
• Adhere to incident management, problem management, change management, service request, and knowledge management best practices
• Proactive learning of current and newly released applications and systems
• Collaborate within the larger IT support team, as well as the extended IT organization to ensure the highest level of customer support and resolution.
• Assist the Lead position with system administration activities as assigned. Participate in drafting and sending Firm-wide communications related to information sharing and outages.
• Assist with training new hires.
• Seek and identify opportunities to enhance customer experience with the Firm's technology
• Participate in after-hours on call rotation to assist customers. Participate in after-hours project work call center support when needed.

YOU HAVE:

• Minimum 2-4 years of general IT support experience in a professional environment
• Advanced knowledge with Windows 2010, Office 2016, Office 365 environments within a professional services organization
• Advanced knowledge and support of various mobile devices ( iOS, Android, etc.)
• Ability to utilize and troubleshoot web-based applications
• Strong ability to follow processes and procedures
• High level of customer service orientation a must
• Ability to handle conflict and difficult situations within a technical and customer support environment
• Effective communication abilities to all levels of personnel
• Technical experience within the Legal industry, as well as support experience with a Document Management System DMS, Carpe Diem, Citrix, as well as other legal applications is preferred

WHAT WE PROVIDE:

Seyfarth provides competitive salary and benefits at all levels, and our culture embraces the entrepreneurial spirit of its professionals like no other firm. Our professional staff are a collaborative team, helping to define the unique client experience offered by the firm. We understand that it takes more than attorneys to build a successful legal practice; everyone participates in our commitment to excellence. 

We are also proud to be an influential leader in inclusion and diversity. The firm has been recognized for our efforts by the Human Rights Campaign and the Minority Corporate Counsel Association. We are Mansfield 5.0 certified, a reflection of our ongoing commitment to advancing candidates from underrepresented groups.

MORE ABOUT SEYFARTH:

With more than 900 lawyers across 17 offices, Seyfarth Shaw LLP provides advisory, litigation, and transactional legal services to clients worldwide. Learn more about The Seyfarth Experience at www.seyfarth.com/careers/.

Seyfarth Shaw is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, change of sex or transgender status, genetic information or any other basis protected by federal, state or local law.

If you would like more information about your EEO rights as an applicant under the law, please click EEO is the LAW and the Supplement poster through the following link: https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

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