The Service Desk Analyst is responsible for providing high quality customer service interactions with the firm’s end user population via the telephone and email. They will facilitate and resolve a wide variety of requests, inquiries and IT concerns with the use of their strong technical knowledge of hardware and software. The Service Desk Analyst will work independently, and as part of a team, to deliver outstanding service and support. Essential Duties and Responsibilities
Duties and Responsibilities:
Assists users to resolve computer related problems such as inoperative hardware or
software, including network connections. Resolve customer inquiries efficiently and effectively
through the use of active listening and personalizing techniques with a constant focus on service
excellence.
Hardware Support functions include, but are not limited to, end user support, desktop support,
laptop support, visiting office setups, and mobile device support. Perform basic printer, network
and device troubleshooting.
Software support functions include, but are not limited to, answering an array of job-specific
How-To questions and the installation, basic configuration and troubleshooting of applications that
are standard within Sidley’s environment or otherwise approved for installation.
Document and maintain user request and incident records in IT Service Management System.
Maintain ownership of user inquiries and requests through resolution, owning the relationship with
the customer.
Escalate calls, as necessary, to Level II and III IT staff, or authorized contractors, to
resolve problems or fulfill requests according to established escalation procedures.
Meet and exceed team and individual performance standards including abandon rate, first call
resolution and SLAs.
Execute basic and routine systems administration tasks (e.g., password administration and print
queue management).
Utilize, create, and submit updates to Knowledgebase articles and share knowledge through other
designated forums with Service Desk teammates.
Assist with projects such hardware or software upgrades and on-boarding of large
groups.
Perform other duties as required.
Education and/or Experience:
Required:
BA/BS degree or equivalent work experience
A minimum of 2 years of experience providing direct and exceptional user support in a high
performance culture
A minimum of 2 years of experience supporting Windows-based computers, including Microsoft
Windows 10
A minimum of 2 years of experience supporting Smartphones, e.g., iPhone, Android
A minimum of 2 years of experience supporting Microsoft Office Applications and Remote Access technology, such as Citrix
Preferred:
Experience with Citrix and legal specific applications
ITIL and Microsoft Office Application certifications
Experience using and supporting Adobe Acrobat, iManage Document Management Solutions, Avaya
Telephony, Blackberry Work, and Mac in an enterprise as well as experience deploying operating
systems with SCCM
Ability to type 40 wpm
Other Skills and Abilities:
The following will also be required of the successful candidate:
Strong organizational skills
Strong attention to detail
Good judgment
Strong interpersonal communication skills
Strong analytical and problem-solving skills
Able to work harmoniously and effectively with others
Able to preserve confidentiality and exercise discretion
Able to work under pressure
Able to manage multiple projects with competing deadlines and priorities
#LI-Hybrid
#LI-JW1
The target salary range for this role is:
$62,600 - $75,000 if located in Illinois.
Salaries vary by location and are based on numerous factors, including, but not limited to, the relevant market, skills, experience, and education of the selected candidate. Our compensation package also includes bonus eligibility and a comprehensive benefits program. Benefits information can be found at Sidley.com/Benefits .
To perform this job successfully, an individual must be able to perform the Duties and Responsibilities above satisfactorily and meet the requirements. The requirements listed above are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job. If you need such an accommodation, please email [email protected] (current employees should contact Human Resources).
Sidley Austin LLP is an Equal Opportunity Employer.
