October 24, 2007

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Service Desk Analyst

Location: New York, NY
Date Posted: 02-25-2019



Provide first and second line technical support to internal staff in the New York office and act as a global back-up support desk for fifteen other offices. This position provides phone support for 3000 users globally and desk side support for 1400+ users in New York.  The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, ranging from straightforward to more complicated technical issues.


Responsibilities
  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
  • Receive, log and manage calls from internal staff via telephone and email.
  • Provide expert applications support utilizing advanced skills in MS Word, Excel, Outlook, mobile devices, iManage (Document Management Database) and all other Firm wide applications.
  • Provide expert desktop hardware, printer, remote access systems and mobile device support.
  • Provide intermediate over-the-phone training in MS Office applications (Word, Excel, Outlook, PowerPoint) and other applications used by the Firm.
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
  • Maintain a high degree of customer service for all support queries and adhere to all Help Desk processes and procedures.
  • Escalate unresolved calls to 3rd level support teams.
  • Assist with building the User Support Knowledgebase by gathering information and publishing support documentation.
  • Support and monitor NY LAN and WAN systems.
  • Contribute to and participate in the Problem Management process.
  • Provide timely and accurate assistance with Quality Assurance projects.
  • Participate in all firm-wide IT initiatives.


Qualifications
  • Bachelor’s Degree with 2 years of previous IT Service Desk and/or Call Center experience required
  • Strong oral and written communication skills
  • Excellent interpersonal skills
  • Ability to multitask in a fast paced environment
  • Experience working with employees at all levels including senior management
  • Excellent organizational skills and strong attention to detail
  • Bachelor's degree required.
  • An ITIL qualification is preferable but not essential.
  • MCP certification would be desirable.
  • At least 2 years of desktop applications support experience in a professional services environment.
  • 2 years previous IT Service Desk and/or Call Center experience required.
  • Strong customer service focus and experience.
  • Strong analytical and problem solving skills.
  • Excellent organizational skills.
  • Strong interpersonal and communication skills with excellent telephone manner.
  • Ability to communicate effectively with all levels of personnel within the Firm.
  • Ability to effectively document in detail, events pertaining to open issues.
  • Strong knowledge of Microsoft based systems with emphasis on Windows 10, Office Suite (Office 365 preferred) and document management systems (iManage, PC Docs).
  • Strong knowledge of Lenovo hardware, iPad, iPhone, Android, BlackBerry, Mobile Iron, and HP printers.
  • Knowledge of Active Directory (reset password, unlock account).
  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service.


 
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