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Service Desk Analyst

Service Desk Analyst

CompanySpencer Stuart
LocationSan Francisco, CA, USA
Salary$76000 – $82000
TypeFull-Time
DegreesBachelor’s
Experience LevelJunior, Mid Level

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.