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Seward & Kissel LLP · 7 hours ago

Service Desk Analyst

NYC Metro Area

Full-time

Onsite

Senior Level

5+ years exp

Seward & Kissel is seeking a Service Desk Analyst. The ideal candidate will be responsible for providing excellent customer service to 300+ end users, resolving Level 1 and Level 2 support desk and desktop issues, and supporting audio-visual needs in Microsoft Teams.

ConsultingFinanceLegal

Comp. & Benefits

H1B Sponsor Likely

Hiring Manager

Kerryann Waldron

Responsibilities

Field incoming requests from the firm’s staff via telephone, e-mail, and in-person

Triage and troubleshoot service requests and incidents that come to the service desk in a timely manner

Record, track, and document the Service Desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution in ticketing system

Maintain inventory for laptops, desktops, and various computer peripherals

Help to administer and support all core technologies within the firm

Troubleshoot and resolve Level 1 and 2 support tickets related to desktop performance issues, application errors, and various office peripherals such as printers

Provide A/V support for internal and external client meetings

Participate in weekly on-call rotation for after-hours escalation of service requests/incidents

Qualification

Desktop supportMicrosoft TeamsMS Office SuiteWindows 10/11Active DirectoryCustomer serviceITIL familiarityCommunication skillsTeam collaboration

Required

5+ years of experience troubleshooting desktop hardware and software issues in an Enterprise environment

5+ years of experience in technical services and support position

Proficiency with computer software and hardware, including Windows 10/Windows 11, MS Teams, Zoom and remote-control tools

5+ years of experience with support MS Office product suite applications (Outlook, Word, Excel, PowerPoint)

Bachelor's degree, preferably in Computer Science, and/or comparable education and work experience

Basic familiarity with ITIL Incident Management processes

Excellent interpersonal, verbal, and written communication skills

Customer service professional with a proven record in boosting client satisfaction and optimizing service processes; ability to support, guide and engage external and internal customers in a way that builds trust and satisfaction

Ability to maintain regular attendance and regularly scheduled hours

Ability to take direction and accept supervision

Demonstrated ability to work independently, organize and accurately prioritize work, be detail-oriented, understand when urgency is required and use good judgment in varied situations

Ability to work effectively with co-workers in a team-oriented, collaborative environment

Ability to build and maintain positive relationships, both internally and externally, while maintaining and providing white glove service

Ability to use sound judgment and discretion in dealing with highly confidential information

Ability to maintain stamina throughout a standard workday, on-site

Willingness to be flexible with time and adjust to a changing work environment

Must have physical capability to consistently lift 50lbs without assistance

Preferred

Experience with iManage preferred but not required

Legal experience preferred but not required

Company

Seward & Kissel LLP

Seward & Kissel, founded in 1890, is a leading U.S. law firm with an international reputation for excellence.

Founded in 1890

New York, New York, USA

201-500 employees

http://www.sewkis.com

H1B Sponsorship

Seward & Kissel LLP has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)

2023 (1)