Service Desk Analyst

New York, NY

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






The role of the Service Desk Analyst will be reporting to the Service Delivery Manager and will be a member of a global team providing first and second line technical support to users and guest.


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
  • 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.
  • Strong academic record and / or equivalent industry experience





  • 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
  • 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



Note: Qualified candidates will be contacted within 2 business days of application. If an applicant does not meet the above criteria, we will keep your resume on file for future opportunities and may contact you for further discussion.

Date Posted 5/29/2018
Salary $85,000- $100,000

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