BULL, HOUSSER & TUPPER
POSITION DESCRIPTION
Position: Junior HelpDesk Analyst
Reporting to: Information Services Manager
HelpDesk functions
· Primary person answering calls to the Information Services HelpLine.
· Assisting staff and lawyers with questions to the Helpline (expect 70% of calls to be
answered by first contact). Calls are 50% Word, 20% Outlook, 10% system problems,
and 20% the other myriad law-firm specific software supported by the department
· Pass requests along to second level support staff where required. Maintain a
database of information related to all events.
General Administrative
· Coordinate printer service calls.
· Assist with Backup tape rotation logs and functions
· Log calls and results
Team Support
· Assist IS team with rollouts of new systems and programs as required (shifts and
overtime required on occasion).
· Provide feedback on types of calls to assist training development
· Assist senior team members and IS Manager with clerical functions when required.
Qualities
Will be expected to demonstrate:
· a high level of organization and attention to detail;
· an ability to prioritize requests as they arrive, pass requests to others as required and
work with minimal supervision;
· sensitivity to law firm culture; pleasant, persistent yet non-threatening;
· an ability to work with people at all levels;
· availability for flexible hours on occasion for system implementations
· Ability to lift 25 lb computers on an occasional basis.
· “Grace under Pressure”, ability to work with staff and lawyers often under a great
deal of stress and occasionally very concerned over system problems.
Skills
· Successful completion of a comprehensive User Support/Technology Support
Professional Program or equivalent experience.
· Superior Technical skills with entire Office 2003 (especially Word 2003) suite.
· Experience assisting users over the telephone
· Experience in a law firm would be an advantage
· Proficiency in the English Language
Subject to change/may not describe the job in its entirety