Service Desk Analyst

Service Desk Analyst

Requirements

• A computer science degree or in related field
• OR experience as a technician in high-tech industry
• OR equivalent combination of education and experience
• Experience working with Microsoft environments
• Strong technical troubleshooting skills, both with software applications and hardware equipment: servers, laptops, desktops, mobile devices.
• Answering technical phone calls and responding to technical emails.
• Proven high-level customer support experience
• Ability to read, analyse, and interpret complex technical documents.
• Ability to lift and move computer and video hardware
• Travel required

Responsibilities

• Software application installation support.
• Support PC and peripheral hardware support: desktop, laptop, server, smart device.
• Answers, evaluates, and prioritizes incoming requests–telephone, self-service (web), email, voicemail, walk-up, instant messaging–from users experiencing incidents with hardware, software, networking, mobile device and other computer-related activities.
• Receives escalated tasks from managed service provider level 1 technicians. Prioritizes and troubleshoots those tasks accordingly to resolution.
• Interviews users to collect information about incidents and leads users through diagnostic procedures to determine the source of the error.
• Troubleshoot proprietary Spencer Stuart software for customer and client tracking.
• Monitor Operations production environment: servers, network switches, network routers, daily backups, UPS systems. Communicate problems to Ops Support staff.
• Regional escalation point of contact for Global Service Desk’s at regional locations (London, Chicago, or Sydney) to assist with computer applications, hardware, or network-related problems and/or questions.
• Troubleshoot to determine whether problems are hardware, software, or network-related and attempt local resolution.
• If unable to resolve technical problem, coordinate with to see if system replacement is an option (in the form of Change Request); escalate to Level III if necessary; work as liaison point of contact between users and technical analysts in Operations Support and Technical Architecture.
• Provide adequate and timely problem resolution or escalation with the time frame defined by the Service Level Agreement (SLA).
• Maintain understanding of applications and levels of user proficiency.
• Audit all client desktop and laptop systems within region for standardisation
• Audit all server systems within region for standardisation
• Provide in office support
• On call weekend support rotation
• Level II technicians are also expected to support nonstandard software approved for use by the Regional Network Operations Manager/Director. If nonstandard software interferes with standard software or hardware, the offending nonstandard software must be removed.

Preferred Qualifications

• Knowledge of the ITIL framework or ITIL Foundation V4 is desirable.
• Bilingual fluency in English and Spanish is a plus.