Service Desk Analyst

Responsibilities Provide first-line technical support to our internal and external users via phone, email, chat, and remote access. Troubleshoot and resolve issues related to hardware, software, network, and applications, using MS Surface Devices with Windows 11 and MS Office Co Pilot. Use Generative AI to support the delivery of solutions and enhance the user experience. Document and update the status of incidents and requests in the service management system. Escalate and follow up on complex issues with other teams and vendors, ensuring timely resolution and communication. Provide feedback and suggestions to improve the quality and efficiency of our services and systems. Participate in training and development activities to enhance your technical and professional skills. A degree in Computer Science or a related field, or equivalent work experience. Excellent communication skills, both written and verbal, with a customer service focused attitude. Strong foundational technical skills, with the ability to learn and adapt to new technologies quickly. Experience in providing technical support to users in a global and diverse environment. Knowledge of Windows 11, MS Office Co Pilot, MS Teams, and Generative AI, or the willingness to learn. Ability to work independently and as part of a team, with a proactive and problem-solving approach About us DWF is a global legal business that provides innovative and integrated legal solutions to clients across various sectors and regions. We are committed to delivering great digital experiences and creating a strong and positive relationship with our transformed technology team. To achieve this, we are putting together a new way to deliver support that leverages the latest technologies and best practices in the industry. We are looking for a Global Technical Support Analyst to join our Global Digital Experience Team and help us transform the way service is delivered and lead to market leading digital experience for our colleagues and clients. As a Global Technical Support Analyst, you will be responsible for providing first-line technical support to our internal and external users, resolving issues related to hardware, software, network, and applications. You will also collaborate with other teams and vendors to escalate and resolve complex issues, as well as contribute to the continuous improvement of our processes and tools