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Global Service Desk Analyst II

Job ID: 4872

Updated: Jan 4, 2019

Location: Chicago, IL, United States

Category: Information Technology

About Kirkland & Ellis

Kirkland & Ellis LLP is a preeminent, full-service law firm with offices around the world and a staff as diverse as the practice areas we support. Our clients range from Fortune 100 companies to medium and small corporations, financial institutions, and private equity firms.  Known for our commitment to excellence, Kirkland strives to provide superior service to our clients as well as our fellow employees. From Information Technology to Human Resources, Paralegal Services to Business Development, Kirkland offers non-attorney professionals challenging careers in a variety of functional areas. Whether starting or growing your career, Kirkland can offer a performance-driven culture filled with bright and innovative teams of co-workers.

Essential Job Functions

The Global IT Service Desk is responsible for providing premium, 24 hours a day, 7 days a week call center and email support to all Attorneys, Paralegals and support staff and administrative personnel in regards to technology-related issues and requests. The Service Desk Analyst II position will receive the majority (90-95%) of incoming requests for assistance via telephone. Responsibilities include, but are not limited to:

  • Fielding Service Desk calls; resolving approximately 70% of problems upon first contact and referring advanced problems and requests to the appropriate technicians.
  • Tracking customer calls and recording detailed and accurate information in Service Desk issue tracking system in a timely manner.
  • Monitoring tickets entered into the Service Desk issue tracking system; following up with referral technician and contacting user after resolution for quality control purposes.
  • Fulfilling customer requests in timely and highly customer-service oriented manner.
  • Participating in training and working to develop and maintain top knowledge in existing and new technologies to provide most effective support for callers.
  • Following the Firm’s established Policies, Standards, Procedures and Guidelines in delivering service to the users; utilizing ‘best practice’ documentation, proper escalation procedures, etcetera.
  • Handling other tasks and projects as required for supporting the overall operations of the Service Desk.

Qualifications & Requirements

Bachelor’s degree or the equivalent, plus a minimum of 3 years of Service Desk experience in a professional services environment preferred.  Exceptional customer service, keen judgment in assessing user issues, excellent written and verbal communication, strong critical thinking and problem solving skills coupled with a demonstrated willingness and ability to assist team members and a can-do attitude are a must.  The ideal candidate must be highly motivated, possess excellent troubleshooting skills, and be able to work in a fast paced environment.  Knowledge of Microsoft Office Products, Windows 7, Outlook, iPhone & Blackberry, Citrix and VPN technology required.  Participation in after hours and weekend on-call support as well as onsite weekend support on a rotational basis required.



  • Effectively communicate ideas and thoughts to manager, team members and end users in a professional manner.
  • Research, provide and document accurate solutions.

Decision Making

  • Ability to identify issues and recognize possible patterns.
  • Investigate and compare data from different resources and take a pro-active approach to quick resolution of issues while keeping manager abreast of situation

Interpersonal Skills

  • Work well with others in a team environment, share responsibilities and offer assistance to others during slow periods.
  • Consistently model the highest level of excellent customer service and professionalism at all times.
  •  Establish and maintain effective, courteous relationships with customers and gain their trust and respect.
  • Always speak and act with customer in mind.

Strategic/Change Leadership

  • Fully supports change programs.
  • Prioritizes and focuses on key tasks within area of responsibility. 
  • Proactively seeks information and lessons learned from others to identify roadblocks. 

Technical Ability

  • Able to proficiently support PC software/hardware with existing knowledge.  Eager to effectively learn the technical knowledge needed to continually enhance performance of job.


  • Excellent judgment in assessing user issue; intermediate trouble-shooting methodology.
  • Expertise in working issue through to best resolution either through own knowledge or proper, timely escalation and follow-through to ensure resolution
  • Intermediate proficiency in core application suite.
  • Intermediate problem /PC troubleshooting skills.
  • Proficient in remote support;
  • Professional phone and written communications.
  • Adheres to use of call ticketing system for each and every incident (e.g. request, issues, etc.)
  • Understands and follows ticket ownership guidelines and system usage.
  • Solid ability to research information through internal and external sources.
  • Adheres to Firm Wide attendance policy.
  • Maintain return ticket rate of less than 5%.
  • Demonstrates the willingness and ability to help other team members on difficult issues.
  • Documents new findings/solutions. 
  •  Adheres to set procedures in ticket handling, meeting estimated call handling time for certain call types. Maintains a closed on first contact rating of at least 70%.


Core Technologies

  • Messaging
  • Document Management
  • Word processing, spreadsheet and presentation
  • Remote Computing
  • PDA devices
  • Windows Operating System
  • Firm administrative systems
  • Trouble ticketing database/Knowledge base
  • Automated Call Distribution System

 Current K&E Technologies

  • BES /Airwatch
  • Internet Explorer 11
  • Multi-factor Authentication
  • Microsoft Office 2016 Office suite
  • MS Outlook 2007 client/2010 server
  • Worksite 9.0
  • HEAT 9.5
  • Citrix
  • VPN
  • Windows 2010

How to Apply

Thank you for your interest in Kirkland & Ellis LLP.  To complete an application and submit your resume, please click "Apply Now."

Equal Employment Opportunity

All employment decisions, including the recruiting, hiring, placement, training availability, promotion, compensation, evaluation, disciplinary actions, and termination of employment (if necessary) are made without regard to the employee’s race, color, creed, religion, sex, pregnancy or childbirth, personal appearance, family responsibilities, sexual orientation or preference, gender identity, political affiliation, source of income, place of residence, national or ethnic origin, ancestry, age, marital status, military veteran status, unfavorable discharge from military service, physical or mental disability, or on any other basis prohibited by applicable law.

Closing Statement

The job postings and recruiting mailbox are for candidates only. If you are a recruiter, search firm or employment agency, and do not have a signed contract with Kirkland & Ellis LLP ("K&E") and have not been asked specifically to submit candidates, you will not be compensated in any way for your referral of a candidate even if K&E hires the candidate. Direct contact with K&E employees in an attempt to present candidates is inappropriate and will be a factor in determining any future professional relationship with the Firm.