We are looking for an IT Service Liaison to oversee the external 24x7 IT Support Center’s service request activity and work as a liaison between the IT Support Center and all department escalation points to monitor and deliver timely and accurate service request resolution.
Responsibilities:
- Monitor daily service request activity to solve customer issues and inquiries.
- Provide technical assistance to improve first-call resolution with the customers and minimizing escalations;
- Work as point of contact for urgent or time sensitive issue escalations and service event interruptions;
- Monitor IT Support Center and local IT staff teams utilization of call tracking application with a focus on incident content, solution quality and aging;
- Create and edit articles for content accuracy, currency and format compliance;
- Coordinate across-IT teams articles for applications, systems and projects to be published;
- Assist with defining and delivering Firm wide IT Service policies and best practices;
- Participate in new application and project roll-outs by coordinating communication of associated deployment deliverables and documentation to the IT Support Center and local office IT Service teams;
- Generate metric reports on service activity and incident trends
- Compile and publish newsletters, reports, and various user communications to inform customers of technology changes, updates, new system implementations, system outages, and trends;
- Recommend and coordinate training for new and incumbent IT Support Center staff;
- Work overtime as required
Qualifications:
- College Degree and/or equivalent certifications;
- MOS Certification (preferred);
- HDI Certification (preferred);
- At least 4-6 years of prior IT experience, preferably in a law firm;
- Prior experience in leading or coordinating technology support for 24x7 IT Call Center personnel in a legal or professional services environment;
- Advanced to Expert knowledge of customer service interfacing practices and ethics;
- High level of service orientation and collaboration;
- Excellent organizing and delivery/communication (both written and verbal) skills;
- Excellent analytical and problem solving skills;
- Initiative to thrive and excel in a dynamic and fast pace environment;
- Proactive and able to work independently with limited supervision and within a team environment;
- Intermediate-level proficiency in call tracking applications or systems (preferably in ServiceNow);
- Intermediate-level proficiency in Windows Operating Systems;
- Advanced to Expert-level proficiency in Microsoft Office Suite; Expert-level proficiency in Microsoft Outlook;
- Fundamental-level proficiency in ITIL and IT Service Management (ITSM);
- Fundamental-level proficiency in Document Management System (preferably in WorkSite);
- Fundamental-level proficiency in Remote access technologies (preferably in Citrix and VPN);
- Fundamental-level proficiency in troubleshooting desktop hardware/software;
- Fundamental-level proficiency in Inter/Intra/Extranet technologies;
- Fundamental-level proficiency in Wireless PDA technologies (preferably in iOS); and
- Fundamental-level proficiency in Network topologies including wireless networking.