Calance Job Opening

Job TitleDesktop Support Analyst - law firm experience required - shift: Wednesday - Saturday: 11AM - 9PM - ID:22224
Start DateASAP
Job SkillsWindows 2000, VPN, Outlook
LocationLos Angeles, CA
Date Posted11/19/2019

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Global Technology Support Analyst

Job Description
We are, a global law firm consistently ranked among the top firms in the world, is seeking a Global Technology Support Center (GTSC) Analyst to join our team in downtown Los Angeles. The shift for this role will be Wednesday – Saturday, 11:00am - 9:00pm. The success of our firm is largely determined by our commitment to hire and develop the very best and brightest; creating a team that provides our clients with the highest quality of work and service. We are driven by our core values: respect, innovation and collaboration.

The GTSC operates to the highest standards measuring success through Key Performance Indicators such as First Call Resolution which is consistently over 70% and CSAT - 93% of all customer surveys returned are positive. This is a true reflection of the expertise and quality upheld by our GTSC analysts.

As an Analyst, you will be working within a follow-the-sun support model and will be expected to provide expert technology support to our lawyers, paralegals and staff across all of our global offices via telephone, email, chat and remote access systems with an emphasis on quality over quantity.

Responsibilities and duties will include:
First & Second line support to our employees using various firm applications and systems, including Windows 10, MS Office 2016, iManage, Litera Change Pro, DTE and Adobe Acrobat.
Handling escalations from Technology teams located in each of our global offices.
Logging and tracking all support requests in our Service Management Toolset (ServiceNow)
Incident Response Management for major incidents experienced across the firm.
Providing remote access support including wireless connectivity, RSA tokens, VPN and VDI Services
Supporting mobile collaboration using Blackberry Work apps
Responding to hardware questions and problems involving desktop computers, laptops, printers, smartphones, multi-function devices and Cisco phones

If you:
Are passionate about customer service and emerging technology
Are process driven, with a focus on continual service improvement through quality assurance
Are talented at root cause analysis with excellent attention to detail
Have excellent communication skills both verbally and written
Are driven by results and customer satisfaction

And have:
Experience working within a technical support function
An ITIL v3 Qualification or have worked within the ITIL v3 Framework in a previous role
Experience in an ITIL v3 Service Management toolset, preferably ServiceNow(desired, not required)
A degree in Computer Science or Information Systems (desired, not required)

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Calance is a global IT Services firm specializing in end-to-end solutions for Development, Managed Service,
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Calance helps clients bring their ideas and strategies to life through talent, technology and tenacity.

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