Description:
Alston & Bird is seeking a qualified and dynamic individual for the position of Help Center Analyst who provides excellent customer service, is passionate about helping others and enjoys troubleshooting firm technology! This is a weekend shift with some support during the weekdays. Under direction of manager, this individual will act as a single point of contact for all Alston & Bird employees to report Information Technology (I.T.) related questions and problems while providing technical support for customers in a timely, accurate, and courteous manner.
SCHEDULE:
Monday: 9:00am-7:00pm
Tuesday: 10:30am-9:00pm
Saturday: 8:30am-6:30pm
Sunday: 8:30am-6:30pm
RESPONSIBILITIES INCLUDE, BUT NOT LIMITED TO
- Provide courteous and effective technical support for customers who have questions or problems relating to the Alston & Bird computer technology.
- Develop and maintain an expert knowledge of all aspects of the Alston & Bird IT environment.
- Ensure that all incidents reported are resolved to the customer’s satisfaction and provide management escalation and customer notification of I.S. problems as needed.
- Accurately and extensively document all instances in the ITSM System including developing and maintaining content submissions to the Knowledge Base.
- Adhere to assigned schedule including start/end time, breaks and lunch hour and maintain flexibility in adjusting work schedules as needed to meet business needs and maintain customer service levels.
- Act as the Help Center liaison on the product(s) supported and represent the Help Center and customer in meetings and projects.
- Provide technical support and resolution on-call after hours (on-call includes nights, weekends, and holidays).
SKILLS NEEDED TO BE SUCESSFUL
- Exceptional customer service and interpersonal skills.
- Excellent verbal and written communication.
- Ability to follow and adhere to all departmental procedures.
- Extensive technical knowledge, troubleshooting and support of Microsoft Windows, Microsoft Office, remote access and all firm technology.
EDUCATION & EXPERIENCE
- Ability to understand procedures and instructions specific to the area of assignment as would be acquired during four years of high school.
- Associates or Bachelor’s degree is not required but preferred.
- Previous experience of 2-5 years in a related environment.
- Previous Service Desk experience of 2-5 years preferred.
- Legal expereince is a plus.