As directed, the IT Service Liaison will oversee the external 24x7 IT Support Center's service request activity and daily operations to drive continuous service responsiveness and solution effectiveness and work as a liaison between the IT Support Center and all IT and external department escalation points to monitor and deliver timely and accurate service request resolution.
In this capacity, the IT Service Liaison will:
Work with external IT Support Center supervisory teams monitoring daily service request activity to solve customer issues and inquiries. Work with customer satisfaction as the guideline for actions and decisions;
Work as a Subject Matter Expert for the IT Support Center providing 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;
As directed, assist with administering the call tracking system and knowledge-base library; 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; Coordinate across-IT team debriefings of issues, events or projects to identify areas of improvement;
Participate in new application and project roll-outs; Coordinate communication of associated deployment deliverables and documentation to the IT Support Center and local office IT Service teams;
As directed, generate metric reports on service activity and incident trends to drive continuous service and process improvement;
As directed, participate in compiling and publishing newsletters, reports, and various user communications to inform customers of technology changes, updates, new system implementations, system outages, and trends;
As directed, recommend and coordinate training for new and incumbent IT Support Center staff;
Work overtime as required; and
Handle other IT related duties as assigned.
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 (pre
To apply please email your resume to email@example.com
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