Service Desk Analyst

What the role needs

• The Service Desk Analyst is responsible for providing telephone and in-person support for Firm applications, PCs, laptops, tablets, smartphones and telephone equipment.
• Provide first line support by telephone, Microsoft Teams, remote support tools, email, and in person for Firm applications, computers, mobile devices, peripherals, telephony, and related technology services.
• Diagnosing and resolving software, hardware, account-access, printing, connectivity, remote-access, and collaboration issues; distinguish individual incidents from broader service disruptions.
• Create and maintain a ServiceNow record for every support interaction requiring troubleshooting or follow-up, including the issue, user impact, troubleshooting performed, resolution, escalation details, and next steps.
• Prioritize incidents and requests based on urgency, business impact, security risk, and departmental guidelines; maintain ownership through resolution or effective escalation.
• Communicate clear, concise, step by step guidance and provide timely status updates to users, technical teams, and management.
• Support Microsoft Windows 11, Microsoft 365, Outlook, Teams, Teams Phone, web browsers, Adobe Acrobat, PowerPDF, iManage, Citrix and VPN services, and other Firm or legal-industry applications as assigned.
• Use the IT Service Desk Teams Call Queue according to departmental procedures, including call ownership, voicemail handling, outbound caller identification, and presence management.
• Configure, test, troubleshoot, secure, and support laptops, smartphones, tablets, headsets, desk phones, and other endpoint devices for office, remote, domestic, and international use.
• Assist with device deployment and lifecycle activities, including imaging, setup, software installation, testing, secure wiping, loaner equipment, and restoration to standard configuration.
• Create and improve knowledge articles, troubleshooting documentation, standard operating procedures, and user guidance; share knowledge with teammates and contribute to continuous improvement.
• Identify recurring incidents, service gaps, and opportunities for automation or process improvement, and communicate recommendations to Service Desk management.

From the employer

The Service Desk Analyst is responsible for providing telephone and in-person support for Firm applications, PCs, laptops, tablets, smartphones and telephone equipment. ESSENTIAL JOB DUTIES & RESPONSIBILITIES Provide first line support by telephone, Microsoft Teams, remote support tools, email, and in person for Firm applications, computers, mobile devices, peripherals, telephony, and related technology services. Diagnosing and resolving software, hardware, account-access, printing, connectivity, remote-access, and collaboration issues; distinguish individual incidents from broader service disruptions. Create and maintain a ServiceNow record for every support interaction requiring troubleshooting or follow-up, including the issue, user impact, troubleshooting performed, resolution, escalation details, and next steps. Prioritize incidents and requests based on urgency, business impact, security risk, and departmental guidelines; maintain ownership through resolution or effective escalation. Communicate clear, concise, step by step guidance and provide timely status updates to users, technical teams, and management. Follow approved identity verification, password, multifactor authentication, information-security, privacy, and access control procedures. Stop and escalate activity that appears suspicious or falls outside documented authority. Support Microsoft Windows 11, Microsoft 365, Outlook, Teams, Teams Phone, web browsers, Adobe Acrobat, PowerPDF, iManage, Citrix and VPN services, and other Firm or legal-industry applications as assigned. Use the IT Service Desk Teams Call Queue according to departmental procedures, including call ownership, voicemail handling, outbound caller identification, and presence management. Configure, test, troubleshoot, secure, and support laptops, smartphones, tablets, headsets, desk phones, and other endpoint devices for office, remote, domestic, and international use. Assist with device deployment and lifecycle activities, including imaging, setup, software installation, testing, secure wiping, loaner equipment, and restoration to standard configuration. Create and improve knowledge articles, troubleshooting documentation, standard operating procedures, and user guidance; share knowledge with teammates and contribute to continuous improvement. Identify recurring incidents, service gaps, and opportunities for automation or process improvement, and communicate recommendations to Service Desk management. Participate in shift handoffs, major incident support, planned technology rollouts, onboarding and offboarding activities, training, and coverage outside standard hours when assigned. Protect confidential, privileged, personal, and Firm information and comply with all Firm policies and departmental procedures. Perform other duties as assigned. EDUCATION Required High School diploma or GED equivalent required Preferred Technical skill coursework preferred SKILLS AND EXPERIENCE Required 2 to 4 years of relevant experience required. Ability to present information effectively verbally and in writing. Ability to communicate step-by-step procedures to users in a clear and concise manner. Basic math skills: addition, subtraction, multiplication, division. Working knowledge of Windows 11, iManage, MS Office, document comparison software (i.e. ChangePro), Diaries System, SharePoint, telephone support, smartphones, tablets, and laptops. Ability to effectively prioritize and plan work to meet deadlines in high pressure environment. Strong attention to detail, analytical and problem solving skills. Strong customer service skills. Ability to master functionality of new Firm applications quickly and effectively. PHYSICAL DEMANDS (REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS) Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Sitting: Remaining in the seated position, particularly for sustained periods of time Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another Lifting: Raising objects from a lower to a higher position or moving objects horizontally Carrying: Transporting an object, usually holding it in the hands or arms, or on the shoulder Pulling/Pushing: Using upper extremities to exert steady force upon an object so that the object moves toward or away from the force Bending/Stooping/Kneeling/Crouching: Bending body downward and forward by bending legs and spine, or by bending legs at knees Reaching: Extending hand(s) and arm(s) in any direction WORK ENVIRONMENT The worker is not substantially exposed to adverse environmental conditions as in typical office or administrative work (normal light, air and space in the work environment) Salary Information NY Only: The estimated base salary range for this position is $80,000 to $95,000 at the time of posting. The actual salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location in which the applicant lives and/or from which they will be performing the job. This role is non-exempt meaning it is overtime pay eligible. Simpson Thacher will not sponsor applicants for work visas for this position. Privacy Notice For information about how Simpson Thacher & Bartlett LLP collects and processes your personal information, please refer to our Privacy Notice available at https://www.stblaw.com/other/privacy-notice . Simpson Thacher & Bartlett is committed to a collegial work environment in which all individuals are treated with respect and dignity. The Firm prohibits discrimination or harassment based upon race, color, religion, gender, gender identity or expression, age, national origin, citizenship status, disability, marital or partnership status, sexual orientation, veteran’s status or any other legally protected status. This Policy pertains to every aspect of an individual’s relationship with the Firm, including but not limited to recruitment, hiring, compensation, benefits, training and development, promotion, transfer, discipline, termination, and all other privileges, terms and conditions of employment. #LI-Hybrid