Service Manager
GBG Plc
Global Technology Support Specialist
Latham & Watkins
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteSalary
💰 $65,000 - $75,000 per year
Job Level
Junior
Tech Stack
ITSM
About the role
- Work in the Global Technology Support Center (GTSC) responding to voice calls, email messages, and chats to assist customers with technology support
- Operate within a 24/7 GTSC environment while assigned to scheduled hours
- Utilize the IT Service Management System (ITSM) to create, document, update, and resolve tickets
- Escalate fully documented tickets to the GTSC escalation group when appropriate
- Respond to queries and support tickets received from other offices or within the department
- Provide instruction to customers on how to perform tasks and troubleshoot issues by analyzing program behavior and consulting knowledge bases and peers
- Provide Request Fulfilment support working within the Request Fulfilment queue and in accordance with established SLA targets
- Protect and maintain any highly sensitive, confidential, privileged, financial, and/or proprietary information that Latham & Watkins retains
- Work from Latham's Global Services Office located in downtown Los Angeles; may be eligible for a flexible hybrid schedule
Requirements
- Exhibit knowledge and proficiency in software programs, including Windows 10 and Microsoft Office
- Demonstrate the ability to learn quickly and adapt to new customizations, new software, and changing procedures
- Possess knowledge of document management systems, preferably iManage
- Display basic knowledge of Exchange and Active Directory Administration, preferably
- A high school diploma or equivalent
- A bachelor’s degree or equivalent in Computer Science or Information Systems, preferably
- A minimum of one (1) year of technology support related experience
- A minimum of one (1) year of call center or service desk experience, preferably
- Ability to protect and maintain highly sensitive, confidential, privileged, financial, and/or proprietary information
- Ability to work the hours 8:00 am - 4:00 pm PT, Monday through Friday
