Service Desk Analyst I Job at Faegre Drinker
Faegre Drinker is a firm designed for clients and designed for you. We understand that our people are critical to our success and we are committed to investing in our paraprofessional, administrative and operations professionals. We are always looking for talented, service-focused individuals to join our flexible and high-performing culture. With technology tools and resources that support our hybrid work environment, our colleagues enjoy a culture of learning, support for work and personal goals, opportunities to give back to our communities, and competitive benefits and rewards programs. At Faegre Drinker, you will have the opportunity to share your expertise within and across teams and contribute to our success.
Job Description Summary:
Faegre Drinker has an opportunity for a Service Desk Analyst I to work with our Service Delivery team. You will be part of a dynamic team dedicated to ensuring proper workstation, application and telephony operations for all firm employees through exemplary customer service and professionalism. This position will work with other talented individuals who share a passion for doing great work in the best interest of our clients.
Job Description:
What you would do:
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Field incoming help requests from the firm’s staff via telephone, e-mail and web portal in a professional, courteous and urgent manner.
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Record, track and document all Service Desk requests, including end user and support team communications, actions taken and customer interactions through final resolution.
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Escalate to Level II/Level III support groups and manage the ticket through resolution, keeping the user apprised of updates and progress.
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Identify and communicate all incident trends, call patterns or issues to the Service Desk team.
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Adhere to existing ITIL processes as documented by Faegre Drinker.
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Maintain technical knowledge of all supported products through training and hands-on experience.
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Special projects and duties, as assigned.
What is expected:
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Strong commitment to client service.
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Cooperation and the ability to collaborate in a team, including across offices.
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Ability to problem solve and think analytically.
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Strong organization and management skills.
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Excellent interpersonal, verbal and written communication skills, including the ability to communicate effectively in a virtual environment.
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Demonstrated ability to use good judgment in taking initiative while asking for direction or clarification and consulting others, as appropriate.
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Strong sense of urgency and professional dedication.
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Ability to work in a fast-paced, deadline-driven environment.
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Positive and professional demeanor.
What we offer:
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Hybrid environment for work-life success
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Opportunity to participate in firm-sponsored volunteer events
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Wellness programming with personalized content and activities
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Professional environment and the opportunity to work with experts at the top of their fields
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Variety of health plan options, as well as dental, vision and 401(k) plans
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Generous paid time off
What is required :
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Associate’s degree in a technical area, or equivalent years of related technical experience.
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1+ years of experience with personal computer applications, including setup, maintenance and troubleshooting.
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Familiarity with ITIL Incident Management processes; ITIL Foundations Certification preferred.
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Proficiency with computer software and hardware, including Windows platform, Microsoft Office and remote-control tools.
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Experience with document management systems, full-text retrieval software and/or incident tracking tools preferred.
Faegre Drinker Biddle & Reath LLP participates in the federal government's E-Verify program. With all new hires, we provide the Social Security Administration and, when applicable, the US Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.
Faegre Drinker Biddle & Reath LLP is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants for employment. We do not discriminate on the basis of race, color, religion, age, national origin, disability, sex, sexual orientation, gender, gender identity, gender expression, marital status, veteran or military status, or any other characteristic made unlawful by applicable federal, state or local laws. Equal employment opportunity will be extended to all persons in all aspects of employment, including retirement, hiring, training, promotion, transfer, compensation, benefits, discipline and termination.
Notice to Recruiters and Staffing Agencies:
Faegre Drinker Biddle & Reath (and any subsidiary) has an internal recruiting department and does not accept unsolicited resumes.
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