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Service Desk Analyst
Company | Spencer Stuart |
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Location | San Francisco, CA, USA |
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Salary | $76000 – $82000 |
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Type | Full-Time |
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Degrees | Bachelor’s |
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Experience Level | Junior, Mid Level |
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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.