Essential Qualifications and Skills
· Minimum of 3 years' experience in a Service Desk role.
· Excellent interpersonal, written, and verbal communication skills.
· Proven ability to train, mentor, and support team members.
· Innovative, self-motivated, and dedicated to improving operational performance.
· Highly organized, structured, and capable of maintaining a positive work environment.
· Attention to detail and ability to meet tight deadlines.
· Competent in risk mitigation and issue resolution.
· Maintain composure in a fast-paced, high-pressure environment.
· Strong understanding of business needs and prioritization of issues.
· Ownership and resolution of issues.
· Strong knowledge of IT service management (ITSM) principles, processes, and tools.
· Strong communication skills to convey technical information to non-technical users.
Desirable Qualifications
· ITIL v4 Certification or relevant experience.
· Microsoft qualifications.
· Service Desk Institute certification.
· Experience in a large law firm, professional services firm, or investment ban.
· Experience in supporting document manage systems such as iManage,
· Experience in supporting Fee earner tools such as Intapp Time, Intapp Open as well as matter management such as Apollo, Intapp Walls
· Experience in supporting Document drafting and automation tools such as Litera, Docusign
