Service Desk Analyst

Reports to: End User Experience Manager

Position Purpose 

The Service Desk Analyst is responsible for providing technical support to attorneys and business staff across the Firm's current and future office locations. This role delivers both remote and deskside support, resolves hardware and software issues, documents work thoroughly in the Firm's ITSM platform, and helps ensure a high level of service for a professional legal user base. The analyst plays a critical role in managing the escalation process for support issues. In addition, the Service Desk Analyst will have significant exposure to high-level partners at the firm with critical issues. The Service Desk Analyst must also be able to demonstrate the following proficiencies:

Major tasks, Responsibilities and Key Accountabilities:

• Serve as a point of contact for users seeking support for incidents, service requests, and general service-related assistance.
• Perform support for endpoint, application, access, and workplace technology issues through phone, email, chat, remote support, and deskside support
• Oversee ticket queues and take appropriate action to resolve the issues presented
• Record, categorize, prioritize, assign, update, and resolve tickets in the ServiceNow ITSM.
• Assist with after-hours emergency on call support on a rotation schedule
• Execute incident management activities to restore normal service operation as quickly as possible and escalate issues appropriately when additional support is required.
• Collaborate with Application Analysts to drive optimal solutions
• Monitor customer contacts to identify and communicate problem trends to the User Experience Manager.
• Contribute to the firm’s Knowledge Base growth with routine creation of SOP guides for use by end users.
• Active daily involvement and communication with all IS Department regarding customer interaction and technical issues to ensure firm service levels are met and to maintain information flow.
• Responsible for desktop application testing, installation, and version control as well as participating in monthly patch testing rotation.
• Assist with user provisioning (user creation, modification and termination across multiple applications.
• Maintain asset inventory in the Asset Management platform.
• Skillfully adapt and become knowledgeable of new applications deployed and maintained by the Firm
• Responsible for all tasks assigned by the User Experience Manager or other IS Department management

General Competencies Required:

• Strong understanding of service desk operations and ITSM principles, including incident management, service request management, knowledge management, and escalation practices.
• Strong proficiency with Microsoft Office, including Outlook, Word, Excel, PowerPoint, and Teams including advanced document formatting.
• Ability to support Windows desktop environments and perform basic to intermediate troubleshooting of laptops, desktops, docks, printers, peripherals, and related endpoint technology.
• Experience supporting Microsoft Teams Rooms and associated audio/video meeting room systems.
• Understanding of consumer technology (iOS & Android)
• Familiarity with ServiceNow or another ITSM platform for ticket handling, workflow adherence, and documentation quality.
• Excellent professional communications skills (listening, documenting, speaking)
• Ability to work effectively with users at all levels in a time-sensitive, high-pressure legal services environment.
• Ability to maintain confidentiality, follow policies and procedures, and support service delivery standards.
• Comfort using AI technologies, copilots, chat-based assistants, or enterprise knowledge tools for research, analysis, and troubleshooting.
• Familiarity with ITIL practices; ITIL v4 Foundation certification preferred.
• Able to read and interpret written information
• Able to deal with frequent changes, delays, or unexpected events and adapt quickly.

Qualification:

• Previous experience with matter-centric computing within a legal environment preferred
• Experience with NetDocuments preferred.
• Experience supporting desktop and laptop hardware required Excellent time management skills and communication skills
• Commitment to cooperative team approach
• Experience working within an ITSM-driven support model preferred
• Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from all levels of the organization

Physical Demands:

Position involves extended computer and telephone work, utilization of small tools, desk visits to users on all floors, moving equipment and boxes of up to 50 pounds.

Hours: Full-time; 9:00–5:30 (one-hour lunch), Monday–Friday

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.