Job Description

Job descriptionDepartment purpose
The Global Service Desk (GSD) is responsible for providing first & second line support to internal AO Shearman customers. The team is based in 3 key locations, which are Singapore, Belfast & New York operating on a 24/7/365 follow the sun support model.Role purpose
The Senior Service Desk analyst role is responsible logging, triaging, troubleshooting & resolving comprehensive/technical issues, utilizing your elevated permissions & advanced technical skills. Ensuring SLAs are achieved, and the customer receives the highest level of customer service, always. Senior analysts are also responsible for training & inducting new team members & when required deputizing for the team leader/managerRole and responsibilities

• Logging tickets, triaging & troubleshooting, and resolving incidents and requests at the first point of contact when possible or escalating to an appropriate team.
• Managing requests & calls from customers, who can contact the team by telephone, email or self-service portal.
• End-to-end ownership of incidents & work orders, ensuring accurate and timely updates are maintained
• Ensuring SLA's & KPI's are achieved & maintained, on an ongoing basis.
• Perform the duty of Major Incident (MI) administrator when a MI is detected.
• You will deputize for the IT GSD Team Leaders and IT GSD Manager where required.
• You will be central to the onboarding and training of new team members.
• Proactively identify & if required, implement service improvements.
• Participate, lead or co-ordinate initiatives & project as directed by your Team Leader or GSD Manager.
• Specifically, you will hold a senior IT GSD technical analyst role and be a pillar of support to IT GSD Analysts and IT GSD Management Team.

Key requirementsKey Relationships

• You will interact with our global customer base to deliver exceptional levels of service, prioritization, and promotion of technical solutions within the IT Service Desk model.
• You will work closely with the IT GSD Desk team helping them with queries and questions allowing them to achieve the highest level of customer satisfaction.
• You will communicate with the wider IT Support Analysts, Team Leaders, Managers and Senior Managers in a collaborative manner to deliver an effective, efficient & customer centric support.
• You will work closely with the Major Incident manager, participating in Major Incidents & fulfilling administrative duties, ensuring the process is adhered to & executed to the highest level.

What You'll Be Doing

• You will be the face of the IT GSD and act as a single point of contact to customers that phone, email or use the self-service portal.
• You will navigate between phone call duties, escalations, project support and training duties as determined by business needs.
• You will deputize for the IT GSD Team Leaders when called upon and for full shifts when needed.
• You will bring technical and process leadership to every situation by promoting ownership, accountability and a xe2x80x9ccan doxe2x80x9d customer centric ethos to any given task.
• You will support the US Service Desk manager in the onboarding, training, development, and support of new team members both in our region and beyond.
• You will ensure that incidents and work orders are properly logged, assigned, tracked, and responded to in a timely manner and according to agreed standards and procedures. Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimize delays.
• You will take responsibility for the resolution of incidents, work orders and ticket queues ensuring as many of these are resolved on a first touch fix basis.
• You will maintain an effective working knowledge of incident and work order resolution across all areas of IT support to maximize customer service and first-time fixes.
• You will clarify points of ambiguity with the IT GSD Team Leaders and help to share this clarity with the wider team.
• You will ensure accurate and timely updates are recorded and maintained in the IT Service Management System.
• You will meet all Operational Level Agreements (OLA) and Service Level Agreements (SLA) targets in line with targets defined for the technology service.
• You will follow IT GSD processes to ensure that a high quality of service is provided to our customer base and will actively escalate incidents and work orders in line with IT Service Desk processes.
• You will help to support IT GSD colleagues with knowledge, information sharing and progressing support tickets you have permissions for.
• You will contribute to IT Problem Management to improve service and assist with IT Problem resolution.
• You will promote & exercise accountability and ownership through feedback, knowledge sharing and using your skillset and permissions to close out support tickets efficiently.
• You will take a practical and flexible approach to changes to IT process, working operations and help drive change positively within our teams.
• You will apply a flexible approach to your working day to apply your skillset in any given direction so that we achieve our goals and objectives.
• You will be flexible with working hours to fully support the team and to ensure the effective running of the operation during out of hour's periods as required.
• Any other duties and responsibilities are determined by business needs.

What You'll Bring

• You will have a customer first approach & attitude.
• You will be enthusiastic & passionate about delivering exceptional customer service.
• You will have excellent communication skills with the ability to explain technology clearly to non-technical colleagues and customers.
• You will be highly organized but able to adapt to change and can work on your own initiative, prioritize, and manage workload effectively, often under pressure.
• You will have proven experience in a strong technical oriented role within a customer support environment.
• You will have a proactive outlook and ability to develop and maintain strong relationships with your colleagues and customer base.
• You will have an inquisitive nature regarding all matters IT related and a desire to ensure that things get done efficiently and line with security procedures.
• You will have a good knowledge of IT Service Desk operations, to include knowledge of IT best practice, industry trends and customer service.
• You will bring a willingness to learn and develop your skillset, to take on new challenges and be available for out of hours working and business travel on occasion.

Experience

• Proven experience of working in a busy ITIL environment providing 1st and 2nd line experience (3+ years)
• You'll have experience working with ticket management and Automatic Call Distribution (ACD) technologies.
• Experience working with Windows Azure, O365, InTune and other Cloud based technologies.
• Sound working knowledge of Microsoft desktop products with experience of PC's, peripherals, etc.
• Familiar with Major Incident and Problem Management processes.

Your Qualifications

• IT Related Degree with 3+ years relevant experience.

OR

• ITIL Foundation Certificate Minimum qualification. Ideally, ITIL Practitioner Certificate in Service Desk/Incident Mgt.

OR

• Significant proven IT Service Desk experience gained at both 1st line and 2nd line levels to a minimum of 3 years.
• ITIL V4 Foundation level or above.

Area of expertiseInformation technologyOfficeUSA - New York 599 LexingtonAdditional information - ExternalFor individuals assigned to or hired for this opportunity in New York, the estimated annualized base salary range for this position is $88,000 - $110,000. The actual base salary offered will depend on the overall qualifications of the individual applicant for the position and other job-related factors permitted by law.Equal Employment OpportunityA&O Shearman is an equal opportunity employer. Every individual has the right to work in a professional environment that promotes equal opportunity and prohibits discrimination and harassment. It is A&O Shearman's policy to ensure equal employment opportunity for all individuals, without discrimination or harassment on the basis of race, creed, color, religion, sex, age, national origin, citizenship status or alienage, disability, pregnancy or related medical issue, military or qualified veteran status, familial status, marital status, partnership status, sexual orientation, gender, including gender identity, gender expression or transition status, genetic predisposition or carrier status, status as a victim of domestic violence, stalking and/or sex offenses, sexual and reproductive health decisions, unemployment status, or any other basis protected by applicable federal, state and local laws. This policy applies to all aspects of an individual's relationship with A&O Shearman, including, without limitation, recruitment, hiring, training and development, promotion, compensation, discipline, termination, and all other terms and conditions of employment.If you are vision-impaired or have another disability under the Americans with Disabilities Act or similar law and wish to discuss accommodations related to applying for employment at A&O Shearman, please contact US HR Transactions at US-HRTransactions@aoshearman.com or call +1 212 610 6300 and ask for HR Transactions.Working arrangementOffice based role

A&O Shearman