Service Desk Analyst

Top tier law firm seeking Service Desk Analyst with a strong background in computer and mobile device support. This role is part of a broader transformation within Global Technology Services to reorient our teams and structures enhancing user-facing technology support, streamlining operations, and embedding AI-driven efficiencies. The ideal candidate will possess excellent multitasking abilities, advanced problem-solving skills, and a proactive approach to technical support, with a strong commitment to delivering exceptional service in a dynamic, multilingual, and AI-enhanced environment. This position is based in New York and will report to the IT Service Manager.

Key Responsibilities

• Provide comprehensive support for applications including Microsoft Office, Document Management Systems (e.g., iManage), and other legal software.
• Deliver technical support for Windows 11, Azure Virtual Desktop, and mobile devices (phones/tablets).
• Support software deployment and troubleshooting via the Company Portal and Intune.
• Promote chat-first support to enable AI-assisted triage, dynamic translation, and faster resolution.
• Leverage AI tools (e.g., Microsoft Copilot) for ticket triage, troubleshooting, and knowledge base generation.
• Collaborate with infrastructure teams to support self-service and request automation services.
• Participate in weekly service desk meetings and provide status updates.
• Set up and support Teams, Cisco WebEx, and other A/V conferencing systems, especially for complex client-facing scenarios.
• Providing assistance with Wi-Fi connections.
• Support internal and external client technologies with a high service ethic.
• Create and maintain technical documentation and knowledge base articles.
• Install, troubleshoot, and administer MS Authenticator and other security tools.
• Participate in the department s on-call rotation and assist the IT Service Manager with administrative tasks.
• Contribute to the development and promotion of the Tech Hub in the office as the go-to point for physical interventions.
• Assist with technology requests such as helping clients connect to Wi-Fi and connecting Microsoft Teams meetings in conference rooms.
• Provide clerical and administrative support, as needed.
• Perform other duties and projects as assigned.

Qualifications

Your experience

• 2-3 years of IT support experience in a professional services environment; law firm experience preferred.
• Bachelor's degree in computer science preferred; High School Degree or equivalent required.
• Certifications in Microsoft applications, ITIL, or related fields are a plus.
• Proficiency with computer hardware, Apple devices, scanners, and printers.
• Experience with Windows 11, Azure Active Directory, and Intune.
• Experience with Cisco Webex and other A/V conferencing systems and tools.
• Strong knowledge of Office 365, SharePoint, Adobe Acrobat, and Document Management Systems.
• Availability for remote, after-hours support on a rotating basis.
• Demonstrated enthusiasm for learning and using new technologies.
• Excellent customer service, communication, and interpersonal skills.
• Strong documentation, research, and analytical abilities.
• Ability to prioritize tasks in a fast-paced environment.
• Experience with legal technology tools such as Litera Transact, High Q or Docusign is preferred.
• Embrace a multi-disciplinary support model, balancing time between Tech Hubs and video conferencing support for interactive client calls.
• Prioritize customer service attitude over deep technical specialization, while collaborating with technically skilled colleagues as needed.
• Work closely with Local Technology Advisors (LTAs) to support advanced technologies and ensure smooth handover of maturing tools.
• Stay current with emerging AI technologies and trends relevant to IT support and end-user services.
• Evaluate and recommend AI solutions to improve service desk operations and user experience.
• Guide and train end-users on effective use of AI tools embedded in productivity suites (e.g., Microsoft 365 Copilot).
• Flexibility to work outside the core business hours including overtime and weekends as needed.
• Must be able to adhere and comply with the Firm's Agile Working Policy which requires employees to work from the office at least three days each calendar week.
• Must be independently legally authorized to work in the United States.