Service Desk Analyst

Cleary Gottlieb Steen & Hamilton LLP•Palo Alto, CA

16d•$55 - $66•Onsite

About The Position

Cleary Gottlieb is a pioneer in globalizing the legal profession. We have 14 offices in major financial centers around the world, but we operate as a single, integrated global partnership and not as a U.S. firm with a network of overseas locations. The firm employs approximately 1,100 lawyers from more than 50 countries. Since 1946 our lawyers and staff have worked across practices, industries, jurisdictions, and continents to provide clients with simple, actionable approaches to their most complex legal and business challenges, whether domestic or international. We support every client relationship with intellectual agility, commercial acumen, and a human touch. We seek a full-time Service Desk Analyst to Provide onsite technical support to all internal staff in the San Francisco & Palo Alto offices. The position involves desktop support, troubleshooting network related and audio video related issues. The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues including hardware, software and network. This position will primarily sit in the Palo Alto office.

Requirements

A minimum of 4 years of previous IT Service Desk and/or Call Center experience
Strong oral and written communication skills
Ability to multitask in a fast paced environment
Experience working with employees at all levels including senior management
Excellent organizational skills and strong attention to detail
Strong customer service focus and experience
Strong analytical and problem solving skills
Strong interpersonal and communication skills with excellent telephone manner
Ability to effectively document in detail, events pertaining to open issues
Strong knowledge of Lenovo hardware, and mobile devices (iPads, iPhones, & Android)
Knowledge of network systems (routers, switches, LAN, WAN,TCP/IP stack), ability to identify network and systems issues
Hands-on experience on common hardware and software MS O365, Windows 10, Zoom Room, Poly conference units and HP printers
Knowledge of IT Service Management concepts required
Ability to travel between offices as needed

Nice To Haves

ITIL 4 certification preferred

Responsibilities

Act as a point of contact for working remotely with the service desk team regarding IT issues and queries which may involve hardware and software.
Receive, log and manage calls from local staff and the Service Desk and from the Global Network team.
Take ownership of user-reported issues, track progress, and provide timely updates to ensure resolution and user satisfaction.
Deliver high-quality customer service for all support inquiries while adhering to established Help Desk processes and procedures.
Escalate unresolved calls to the NY Service Desk and or Service Desk team leaders.
Participate in weekly and bi-weekly meetings with the Service Desk and team leadership to align on support strategies and updates.
Support and participate in firm-related events, both on-site and off-site, ensuring seamless IT operations.
Conduct weekly functionality checks of all Audio/Video equipment in conference rooms to ensure optimal performance.
Provide support and monitoring for LAN and WAN infrastructure across both office locations.
Configure and deploy end-user equipment, ensuring proper setup and functionality.
Travel between the San Francisco and Palo Alto offices as needed to resolve on-site IT issues.