Service Desk Analyst

A leading law firm is seeking a dedicated and client-focused Service Desk Specialist to provide first-line technical support in a fast-paced legal environment. This role is crucial in ensuring attorneys and staff receive timely assistance with software, hardware, and office technology. The ideal candidate will bring strong problem-solving skills, excellent communication, and a professional presence to deliver exceptional support and contribute to operational efficiency firmwide.Key ResponsibilitiesService Desk:Act as the initial point of contact for Service Desk inquiries.Analyze and resolve user questions related to software and basic hardware.Escalate unresolved issues to appropriate teams.Manage service tickets in our system to ensure timely resolution.Identify and escalate significant issues to management.Collaborate with team members to propose solutions and enhancements.Develop and maintain the Service Desk Knowledge Base.Assist in creating and customizing user documentation.Training and Support:Evaluate knowledge gaps and recommend training needs.Collaborate with Service Desk teams to identify training opportunities based on support trends.Shadow users to understand operational needs for effective training.Propose process improvements as necessary.Office Technology Liaison:Support remote team members with in-person assistance.Provide technical support for video conferencing and AV equipment.Configure mobile devices and assist with server support during outages.Education and ExperienceHigh school diploma or equivalent required; college degree preferred.Prior experience in a law firm environment preferred.Customer service experience preferred.Proficiency in Microsoft Office and Adobe Acrobat required.Skills and QualificationsStrong problem-solving and analytical skills.Excellent interpersonal and communication skills.Ability to quickly learn new applications and technologies.Professional demeanor and ability to engage and motivate teams.Flexibility to work overtime as needed.The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.

Created: 2025-06-07