White & Case
Service Desk Analyst - (Job Number: 230000ND)
PayCompetitive
LocationManila/National Capital Region
Employment typeFull-Time
This job is now closed
Job Description
- Req#: 149706
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- Responsible for ensuring accurate processing of new accounts and modification of employee accounts.
- Maintain a high degree of customer service for all support queries and adhere to all service management and client service principles of the Firm.
- Take ownership of issues or requests and be proactive when dealing with the issues, ensuring acknowledgement, timely updates and feedback on account administration.
- Log all calls and emails in the ticketing system, ensuring proper priorities are established and procedures are followed.
- Escalate complex issues to relevant IT support groups or arrange and coordinate external technical support where problems cannot be resolved in-house.
- Monitor the ticket queue and ensure all account-related requests and issues are resolved in an efficient and timely manner.
- Serve as technical resource for account administration to answer questions, identify needs, make recommendations, and carry out research.
- Create and maintain documentation of account administration procedures, tip sheets, and other documentation as needed to provide efficient flow of communication to the Service Desk and other IT groups including the knowledgebase and intranet.
- Escalate complex calls to 2nd and 3rd level IT Support teams.
- Participate in project teams as necessary.
- Contribute to team effort through effective communication, cooperation, and coordination with other team members.
- Maintain professional and technical knowledge by reviewing related professional publications.
- Ensure hardware and software security; perform all duties in accordance with copyright laws and licensing agreements.
- Maintain a professional demeanor at all times.
- Rotate within other job functions to learn and transfer knowledge skills
- Overtime maybe required and should be expected to meet deadlines. Advance notice will be given whenever possible.
- Regular predictable attendance is required with the mandatory utilization of the Firm’s attendance system.
- Uphold firm, departmental and team rules and procedures.
- Contribute to team effort through communication, cooperation and coordination with other team members.
- Undertake any other reasonable duties as requested by the Service Desk Supervisors and Service Desk Manager.
- Responsible for ensuring accurate processing of new accounts and modification of employee accounts.
- Good troubleshooting logic, customer service, and telephone etiquette skills.
- Intermediate knowledge of Microsoft-based operating systems (emphasis on Windows 7) and MS Office 2010 (emphasis on MS Word, MS Excel, MS Power Point and MS Outlook).
- Some knowledge of ITIL is essential.
- Hands-on experience in desk side troubleshooting (desktops, laptops, printers, smartphones)
- Experience in document management systems (Interwoven), distributed time entry programs (DTE), and remote communications applications/security (Citrix/Secure ID) is an advantage.
- Good verbal and written presentation skills.
- A detail and Service-oriented team player who can be flexible with hours if necessary and can work with minimal supervision.
- Good adherence to company rules and regulation
- Time management and team skills (some project management involved).
- 2 years’ experience as ServiceDesk or any similar IT experience
- College degree in any IT related course or equivalent work experience.
- Above average English communication skills
- MCP, MCDST, Comptia A+, MOUS or similar technical certification desired but not necessary.
- Service Now Experience is a must
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The role will be based in Manila.
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Reports to the Service Desk Manager
!*!Firm SummaryWhite & Case is an elite global law firm serving leading companies, financial institutions and governments worldwide. Our long history as an international firm means we are perfectly placed to help our clients resolve their most complex legal challenges wherever they may be.
With lawyers and staff operating from more than 47 locations, working in virtually every country of the world, we have invested heavily in building a high-quality full-service practice competing at the top of the market. We are distinguished by our on-the-ground presence in the world’s key financial markets and our strengths in handling complex cross-border work.
It’s not just about our global network of offices and shared services centers; it’s the global interconnectedness of the Firm that our people, and our clients, value most. We work well together across geographic and practice boundaries. It’s one of the reasons we attract and retain cross-border work. And why we attract a diverse group of people.
Our lawyers are globally minded, enterprising, collaborative and committed to excellence. Diversity is a core value of our Firm and it has been recognized with numerous awards and top rankings around the world. Our people represent 90 nationalities and speak 80 languages.Position SummaryThe role of the White & Case GTS Service Desk Analyst I requires that he/she is able to work under minimal supervision, provides resolution to internal user issues and service requests in an efficient and timely manner. Furthermore, to understand when escalation is necessary and takes ownership of customer responsiveness. The Analyst I is also able to apply knowledge of commonly used concepts, practices, and procedures for laptops, desktops, software, and hardware to identify and troubleshoot users’ technical issues. In all of the above, exhibits a strong business focus and customer orientation required by a leading global law firm.
Our Functional AreaTechnology at White & Case plays a key role in enabling our lawyers is practicing law around the world.Our team comprises of three functions: Business Services – who maintain, develop and support our enterprise systems, Operations – who design, build and support our communications and data centre operations, and Support Services – who provide desktop, meeting and training support in the Firm’s offices. Together we support our lawyers with leading edge technology and systems to deliver elite legal and best-in-class client service.Globally-minded and diverse, our team covers a range of technical disciplines and business skill sets. This encompasses from business analysts, data architects, application developers and engineering staff covering range of technologies that include virtualisation, cloud, networking, storage, collaboration services and security. We deploy the latest technology and hardware within our state of the art offices. Our technical support staff support and train our people on the latest hardware and operating systems, remote working capability and mobile devices. Our Shared Services centres provide Service Desk and Operation Centres that providing support and monitoring of Firm systems 24 x 7.Working closely with our business services colleagues in support of the Firm’s Finance, HR, Marketing and KM Information Technology systems Drawing, Global Technology Services is at the heart of the Firm’s global operations.Duties and Accountabilities1The tasks and responsibilities of a Service Desk Analyst include, but are not limited to the following:
Qualifications
Location & Reporting
1The above is only a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.-
About the company
White & Case is an international law firm that helps companies, governments and financial institutions achieve their global ambitions. Our clients face complex challenges, and our lawyers' innovative approaches consistently deliver results for our clie...