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Desktop Support / Executive Support Analyst

Company: Infinity Consulting Solutions
Location: Washington
Posted on: January 16, 2022

Job Description:

- Excellent Customer service / IT Service Desk experience;. - Excellent communication skills;EssentialSEARCH:. ALL OF THE KEYWORDS ANY OF THE KEYWORDS. Desktop Support / Executive Support Analyst. Job Description - Desktop Support / Executive Support Analyst. Our client is a Major Law Firm with a Global presence, with more than 4,000 lawyers and other legal staff based in Europe, the United States, Canada, Latin America, Asia, Australia, the Middle East and Africa.. Desktop/Executive Support Analyst. Responsible for providing first line support to customers across the firm and in some cases this may include supporting the firm's clients, directly or indirectly. Their primary focus will be to ensure all calls and emails are answered promptly, requests and incidents are dealt with appropriately and all calls are adequately logged within the firm's service management system. The role is expected to work as part of a team of 5, flexibly, in a rotating shift pattern.. Act as a single point of contact for all incoming calls and emails from customers regarding IT issues and queries;. 1st line support - troubleshooting IT relating problems for the firm's core systems ensuring issues are logged with the required information;. Ensure all calls and emails are logged and managed within the firm's service management system in accordance to the agreed SLAs and OLAs;. Keep customers updated on outstanding tickets (Service Now). Take ownership of problems and follow up the status of problems on behalf of the customer and communicate progress in a timely manner;. Meet or exceed defined quality and performance targets for IT Service Desk;. Take responsibility for calls and see them through to completion;. Assign incidents and requests to appropriate 2nd/ 3rd line teams after all troubleshooting steps have been exhausted;. Proactively pick up on trends from calls logged. Update documentation and knowledge base articles as and when required. Project work as required. Key requirements (Communication/skills/experience). - Ability to maintain composure in a pressurized, fast-paced environment;. - Ability to understand business needs and prioritize issues accordingly;. - Ability to take ownership of and manage issues to resolution;. - A broad knowledge and interest in IT. Technologies. - Windows 10 environment - Dell laptops and Surface Pros, Service Now, MS Office Suite, MS Teams/Intune, Imanage 9, Surface Pro, Client and Lenovo hardware, iPhone support

Keywords: Infinity Consulting Solutions, Washington DC , Desktop Support / Executive Support Analyst, Professions , Washington, DC

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