Service Desk Analyst, Technical Services Delivery

Must Haves:

The ideal candidate will have a two- to four-year technical degree or the equivalent in work experience and one to two years of prior related work experience. The candidate will have an ability to provide positive customer service and advanced communication, problem solving, and technical writing skills. Plusses:

• Technical proficiency in relevant operating systems, applications, and/or languages is required.
• Prior experience working within a firm environment including Accounting, Consulting or Legal organizations is a strong plus.

• Provide responsive, timely and high-quality support to corporate customers regarding their technical inquiries, driving ownership and resolution of issues through critical thinking, technical proficiency and excellent communication.
• Research, resolve, and respond to complex questions received via emails, chat, and collaboration tools, providing support on the computing and collaboration environment, including the following systems, platforms or technology:
  • Microsoft Office 365 Account Setup, Support, Password Resets, etc.
  • Windows 10; PC Laptop, Desktop and Mobile Device support
  • MacOS 10-11; MacBook Air and MacBook Pro support
  • MS Office Productivity Suite functional support
  • Collaboration tools including but not limited to Zoom, Slack
  • Remote support toolsets including Bomgar
  • Support of Audio-Visual teleconference systems, equipment and scheduling, such as Zoom Rooms
    
• Acquire and maintain knowledge of updated supported platforms and releases, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers.
• Attend structured and unstructured (shadow, OJT) training sessions offered within the group and assist in training workshops.
• Utilize ITSM ticketing system (such as ServiceNow) to classify, prioritize and enter details of each working interaction with appropriate level of detail and attention to completeness, accuracy, and grammar.
• Participate in team projects that enhance the quality or efficiency of Service Desk service.

• Experience with ACD systems, such as any of the following: Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact, Five9
• Experience with ITSM / Ticketing systems, such as any of the following: BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk
• Demonstrated support of enterprise environments, including:
  • Hands-on and/or remote Break / Fix support of desktop and laptop computing equipment and peripherals
  • Support of Microsoft Windows 10 Operating System
  • Support of MS O365 provisioned accounts
  • Support of mobile devices such as iPads, Surface Devices, etc.
  • Password Reset, Account Unlock, etc.
  • Support of MacBook devices and MacOS
  • Support of collaboration platforms and environments such as Zoom, Slack, MS Teams, etc.
  • Use of remote-support technologies such as Bomgar, TeamViewer, BeyondTrust., etc.