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.
As a Service Desk Analyst, you will participate in the National Service Desk as a phone center analyst . Your team provides concierge level of phone support to our professionals and staff either by phone and email. Through team work, innovation, and effective communication; represent the Technology Services Group with the highest level of client service.
On any given day, you will be working with firm partners, staff, and business colleagues on a variety of requests. You will:
Troubleshoot issues from in-bound telephone calls directed to the National Service Desk
Provide high-quality and customer driven technical support to internal and external clients.
Use of incident management system to properly document and escalate issues as they are reported
Adhere to incident management, problem management, change management, and knowledge management best practices
Proactive learning of current and newly released applications
Collaborate within the larger IT support team, as well as extended IT organization to ensure the highest level of customer support and resolution
Seek and identify opportunities to enhance the clients experience with the Firm’s technology
After hours availability to assist with client service delivery, system maintenance, and as needed
A minimum 2-4 years of general IT support experience in a professional environment
Advanced knowledge with Microsoft Windows, and Microsoft Office 365within a professional services organization
Advanced knowledge and support of various mobile email devices ( iOS, Android, etc.)
Advanced knowledge of hardware (desktop/laptop) deployment methods using an image deployment tool
The ability to utilize and troubleshoot web-based applications
A strong ability to follow processes and procedures
A high level of customer service orientation a must
The ability to handle conflict and difficult situations within a technical and customer support environment
Effective communication abilities to all levels of personnel
The ability to quickly diagnose, organize, and prioritize competing deadlines and properly setting service expectations with clients
The ability to adapt to changing technology and the applications of, within a professional services organization
Technical experience within the Legal industry, as well as support experience with a Document Management System DMS, CarpeDiem, Citrix, as well as other legal applications
Certifications a plus (A+, Network +, MOS, ITIL Foundations, HDI, etc)
Bachelor degree, or comparable experience 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 allied professionals 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 2.0 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.
To achieve our goal of equal opportunity, Seyfarth Shaw maintains an affirmative action plan through which it makes good faith efforts to recruit, hire and advance in employment qualified minorities, females, individuals with disabilities and protected veterans. 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 followinglink:https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
Seyfarth is an EO Employer –M/F/Veteran/Disability/Sexual Orientation/Gender Identity.
It is an essential job requirement to be fully vaccinated against COVID-19 for this role. If you need an accommodation of any kind for religious or disability reasons, including related to this job requirement, please contact Human Resources.