Global Service Specialist I / Ii

Profile

Global Service Specialist I / II
The candidate will be responsible for: Respond to customer incidents and requests received via phone, email, or other standard methods within agreed SLAs. Resolve customer issues by clarifying the customer's needs; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. Where possible, resolve customer requests on first contact. Identify customer training opportunities. Keep records of customer interactions in ticketing system; follow communication procedures, guidelines, and policies. Provide onsite (at desk) service to customers, as well as service using remote control and administration tools. Create & update knowledge articles. Manage end user assets (including laptops, desktops, monitors, peripherals, printers, mobile phones) from setup & configuration to collection & wiping. Ensure asset tracking systems are updated appropriately. Install pre-packaged software on user-end devices. Create, update, and delete user accounts in active directory and supported applications. Assist with audio-visual conferencing setup, scheduling & support. Perform software and/or hardware testing. Respond to security incidents and perform initial investigation and remediation actions. Assist with event monitoring, diagnosis, and response. Respond to major incidents: identify and categorize incident; send internal and external notifications in accordance with pre-defined protocols; perform trouble-shooting and diagnosis of hardware, software, and networks; escalate appropriately; contribute to remediation efforts where possible; contribute to after-action analysis. Perform basic system management and operational tasks. Assist with office move technology logistics. Assist with project delivery. Ad-hoc tasks assigned by Manager. Diploma or degree in Computer Science, Information Technology, or related field preferred. Should have 2-5 years in a Customer service role. Must have 0-2 years of Law firm or other professional services firm experience. Should preferably have 1-2 years Experience with technologies used by company Examples in list below: Document Management ,eg iManage; Case Management, eg MatterSphere, Visualfiles, Axxia, Prolaw; Dictation, eg Bighand; Time Recording, eg Intapp Time; Enterprise Apps, eg Elite 3E, HRIS, Interaction; Intranet, eg SharePoint, Jive; Citrix; VPN; Microsoft Exchange; Microsoft Office; Active Directory; Vmware; Desktop imaging; End user hardware & peripherals; Cisco phones; Printers.

Company info

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