Service Desk Analyst

K2 Services - Chicago, IL

Full-time - Entry Level

Chicago, IL

Administrative and Support Services

About the position

The Service Desk Analyst role at K2 Services is an entry-level position designed for individuals looking to start their career in the Legal/IT sector. This position involves providing technical support to law firm clients in a fast-paced, customer service-oriented environment. Analysts will receive comprehensive training and have opportunities for career advancement within the Service Desk Department or in more technical roles. The role requires strong customer service skills and the ability to work collaboratively with a team.

Responsibilities

• Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non-technical issues.
• Provide over-the-phone, email, and chat support.
• Identify, diagnose, and resolve all customer issues using documented troubleshooting items.
• Use screen sharing and remote-control tools to evaluate customer-reported issues.
• Properly ticket all customer requests with detailed information regarding the reported issue.
• Maintain a regular and reliable level of attendance.

Requirements

• High School Diploma or equivalent.
• Strong verbal, written, and typing skills.
• Excellent customer service skills, efficiency, multi-tasking skills, and patience.
• Dependable team player who works collaboratively in a team-oriented environment.
• Ability to act independently and make decisions within the scope of the position's responsibilities.
• Professionalism with team members and end-users.
• Ability to function well in a high-paced and sometimes stressful environment.
• Strategic and analytical thinking to troubleshoot and resolve issues quickly.
• Proactive in identifying and performing remote troubleshooting of computer/technical issues.

Benefits

• Health insurance
• Matching 401k
• Complimentary snacks and beverages in the break room
• Weekly catered meals
• Regular in-office events
• Competitive pay with shift differential for after-hour shifts