Service Desk Analyst (REMOTE) - Night Shift

Position Overview

An international law firm spanning across the US/Europe/Asia is seeking a Service Desk Analyst to join their fully remote 24x7 Level 1 Service Desk supporting roughly 3000+ end users. The firm, one of the Top 50 largest law firms in the world, specializes in practice areas including corporate, litigation, intellectual property, fund formation, public markets, employment, life sciences, clean technology, real estate, financial services, retail, regulatory and energy. Awarded by Fortune Magazine for Best Companies to Work For, Best Workplaces for Women, Best Workplaces for Flexibility, Best Workplaces for Giving Back, and Best Workplaces for Parents, this role offers an exciting opportunity to work in a dynamic environment. The shift is Monday-Friday midnight to 8AM EST.

Key Responsibilities

• Provide responsive, timely, and high-quality technical support to corporate customers regarding their inquiries.
• Research, resolve, and respond to complex issues received via emails, chat, and collaboration tools; support systems include Microsoft Office 365 (including account support and password resets), Windows 10 (PC/laptop/desktop/mobile devices), and the MS Office Productivity Suite.
• Support collaboration tools including Zoom and remote support toolsets such as ProxyPro; assist with audio-visual teleconference systems like Zoom Rooms.
• Utilize ITSM ticketing systems (e.g., ServiceNow) to classify, prioritize, and document incidents, service requests, changes, and problems with accurate troubleshooting notes.
• Participate in team projects, structured and unstructured (shadow, OJT) training sessions, and weekly team training sessions to enhance service quality and operational efficiency.
• Manage an average handling time of 9-13 minutes per contact in a volume-driven environment handling approximately 12-14 interactions per hour.

Required Qualifications

• Proven customer service orientation with excellent communication skills.
• High energy, professional, and eager to learn new technologies.
• Ability to work effectively in a fully remote and high-volume support environment.
• Familiarity with ITSM ticketing systems (e.g., ServiceNow) and remote support tools is a plus.

Benefits & Perks

• Award-Winning Culture: Recognized by Fortune Magazine with awards for Best Companies to Work For, Best Workplaces for Women, Flexibility, Giving Back, and Parents.
• Fully Remote Work: Enjoy the flexibility and convenience of working from anywhere in a remote setting.
• Global Exposure: Collaborate with teams across the US, Europe, and Asia in a 24x7 support environment.