Service Desk Analyst

New York, NY

We are representing a Service Desk Analyst position for a Private Equity Advisory firm in New York, NY.

Technical Skills

  • Proficient in Microsoft Operating Systems and Office Applications.
  • Office365 knowledge and understanding
  • An ability to learn new applications quickly and effectively.
  • Basic understanding of network infrastructure.
  • Knowledge and understanding of Cisco Call Manager and Cisco devices.
  • Knowledge of Computer hardware and peripherals
  • Good knowledge Active Directory and Exchange.
  • Apple Mac support experience.
  • Experience supporting various mobile devices.
  • Knowledge of ITIL practices would be of benefit.

 

Attributes/Competencies

 

  • Must have excellent customer service, social and interpersonal skills which are needed to facilitate dealing with people at all levels in the company.
  • A strong communicator at all levels, you are approachable and accommodating
  • Friendly, polite and personal telephone manner.
  • Excellent written communication skills.
  • Confidence in your skills and technical knowledge.
  • Aptitude to work both independently and exercise judgment as well as be part of a team in a dynamic, fast-paced environment.
  • Capacity to adhere to technical documentation and procedures as well as research alternative solutions.
  • Proficiency in adapting to new environments and technologies.
  • Ability to follow direction and meet deadlines demonstrating the ability to flexibly manage your time proficiently.
  • Methodical approach to problem solving
  • Willingness to work out of business hours
  • Strong analytical, critical thinking and problem-solving skills
  • Proven team player

 

Role Opportunity & Responsibilities

The position will involve the following areas of responsibilities (not limited to)

  • Provide support via telephone, email, remote and desk side visits to users and guests.
  • Diagnose and resolve Incidents
  • Log and update the Service desk system with all Incidents that you are working on and involved with.
  • When required escalate Incidents to other teams and third parties.
  • Create meaningful Knowledge Articles.
  • Handle initial diagnosis and troubleshooting of alerts.
  • Raise change controls for all major changes that you are working on
  • Maintain and update any Asset records that have been changed or move
  • Train and educate both new and existing users through induction and continuous education on all elements of Information Technology.
  • Be actively involved in projects and ensure all project work is done to a high standard
  • A requirement and willingness to perform ad-hoc duties dependent on change in business requirements.
  • Ability to research and investigate new technologies and roadmaps for existing technologies.
  • Support of video conferences and meetings.
  • Third party and contractor Management
  • Working in a shift pattern when required

Education

  • Strong academic record and / or equivalent industry experience
Date Posted 3/6/2019
Salary Open






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