My client is one of the largest law firm located in Manhattan, NY seeks a support candidate. Candidate must possess expert knowledge of native Word and other legal applications. Possess strong combination of professionalism, outstanding customer service, creative problem solving and technical acumen. Must be proficient with the following applications: MS Office Suite (2003), Windows XP, Outlook 2003, DeskSite, Delta View/Track Changes, Adobe Acrobat, Interaction - Citrix Metaframe a plus.
Candidate must possess the following qualities and characteristics:
•Possess a strong dedication to quality customer service and a working knowledge of enterprise-wide service delivery procedures;
•Possess strong verbal and written interpersonal and communication skills. Ability to deal effectively with customers, peers, and management;
•Provide flexible work hours in the case of emergencies and/or last minute coverage needs;
•Possess good initiative and assertiveness;
•Delegate responsibilities and objectives for assigned tasks;
•Must always interact with fellow team members and other teams in a professional and courteous manner;
•Must exhibit respect and the support of team decisions;
Primary Functions
•Provide telephone and on-site technical support to the firm’s attorneys, secretaries and word processing staff in accordance to the established Service Level Agreements (SLA);
•Must be able to effectively troubleshoot application questions at several levels and translate their computing and technical expertise into answers for the user community- combination of strong technical skills with strong interpersonal skills a must;
•Ensure all phases of the Help Desk are properly coordinated, logged, resolved, and followed-up properly. Accountability is essential in providing quality customer service;
•All calls to the Help Desk must be entered thoroughly into the call tracking system;
•Operates with thorough knowledge of document production software and procedures within the firm;
•Taking all calls, answering those it can, passing those it cannot fix to 2nd level. Here, more than ever, the concept of transferal of responsibility is absolutely central as is the follow-up;
•Coordinates with desktop engineers to resolve hardware and software issues;
•May assist in software installation;
•Assist with various projects and tasks;
•Provide feedback to the Help Desk Team with operational needs, training requirements and systems issues;
•Operate consistently within the scope of the IT strategic plan;
•Possess a strong dedication to quality customer service and a working knowledge of enterprise-wide service delivery procedures.
This is an immediate need- Qualified candidates should send their resume to ******
<br/><br/>All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.
Experience: Legal Law Firm, Citrix
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