Service Desk Analyst

Vorys, Sater, Seymour and Pease LLP.•Columbus, OH

6d•Onsite

About The Position

Join Vorys as a Service Desk Analyst. The position provides technology support for all computer users at the Firm, via a variety of methods. Our growing IT department has a very long tradition of developing Service Desk Analysts for career advancement, with over 35% of current IT staff starting on the Service Desk. In fact, this position became open due to promotion. If you want to be part of a special organization, and part of what makes the organization special, apply today. Position Summary: The Service Desk Analyst delivers technology support to all technology consumers through the information technology service management (ITSM) platform and in-person. This position diagnoses and resolves hardware, software, and network issues, identifies root causes, and restores service efficiently. The Service Desk Analyst executes and supports information technology infrastructure library (ITIL) -aligned Incident Management processes, ensuring timely resolution, accurate documentation, and clear communication throughout the incident lifecycle.

Requirements

Advanced computer skills
Thorough knowledge of current versions of Microsoft Office and Microsoft Windows
Working knowledge of networking, IT functions and procedures
Familiar with the concepts of the Information Technology Infrastructure Library (ITIL)
Superior customer service skills
Responsible and self-motivated
Excellent organization, time management and problem solving skills
Ability to adapt to changing priorities and critical situations
Strong listening, verbal and written communication skills
Ability to address rapidly changing priorities
Associate's degree in related discipline or combination of equivalent education and experience required.
Minimum of 1 year of experience in similar field preferred.

Responsibilities

Provide technical support to technology consumers via telephone, email, and in- person, ensuring timely resolution of issues during standard business hours and coverage during assigned after-hours on-call periods.
Perform incident management activities using the ITSM platform.
Log, review, and update incidents to keep all details current through resolution, in accordance with established service level agreement (SLA) policies.
Actively monitor and manage Service Desk chat and telephone queues.
Research, evaluate, and implement solutions for complex technical issues and emerging product requirements, ensuring effective resolution and alignment with Firm standards and business needs.
Assist in creating and maintaining instructional documentation for the Service Desk and user-facing knowledge base.
Pursue ongoing professional development to strengthen technical expertise and ensure the ability to effectively support and advise technology consumers.
Serve as a resource contributor to IT projects as needed, providing technical expertise and support to ensure successful project execution and outcomes.