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Service Desk Analyst
Ref No.: 17-02033
Location: jacksonville, Florida
Position Type:Full Time
Pay Rate : $ 40,000.00 - 45,000.00 /Year
Position Title Tech Assist Support Analyst
Position Summary You can expect your customer support efforts to be 70% on the phone, 20% via email and 10% via walk-up.
Functional Responsibilities
  • Customer facing, technical support, focused on Workplace technologies listed below.
  • Log incidents and requests for continued problem resolution and tracking.
  • Maintain direct contact with users through the lifecycle of an incident or request.
  • Call out to users and otherwise follow-up with them directly for more complex issues.
  • Collaborate with domestic and international technology teams in order to drive issue resolution on behalf of customers.
  • Contribute to Technology projects as required. Examples include office moves and phone testing.
  • Occasional domestic travel required.
  • Weekend shift work on a weekly basis. Saturday and/or Sunday shifts remain to be filled. Shift times are 10am – 7pm Eastern time during daylight savings. 9am – 6pm Eastern time when not in daylight savings.
Desired Technology Support Capabilities
  • Windows 7 PC support via phone, email and remote assistance tools.
  • Microsoft Office 2013, Office 365.
  • Experience with Microsoft Active Directory.
  • Mobility device support: iPhones and iPads.
  • Remote Support Tools such as RDP and Remote Assistance.
  • Support of Citrix based applications.
  • Support of video conferencing technologies.
  • Experience with a ticketing tool such as Remedy or ServiceNow.
  • Familiarity with MacOS.
Desired Business Capabilities
  • Excellent written and verbal communication skills.
  • Ability to tailor communication style to fit the audience and situation.
  • Polished, mature, confident phone support skills.
  • Commitment to delivering to the client within the boundaries of policies and procedures as they exist in a highly regulated industry such as Financial Services.
  • Willingness to 'own' and be accountable for problems through resolution.
  • Ability to perform effectively in a high pressure situations when faced with urgent issues or distressed customers.
  • Ability to multi-task and prioritize with minimal supervision.
  • Ability to balance high volume productivity and high quality demands in the form of first call resolutions.
  • Possess a Continuous Improvement mindset by viewing current processes and procedures as opportunities for enhancement, tuning and improvement.
  • Empathetic appreciation for different cultures and diverse points of view in the work place.
Desired Experience
  • University degree in computer science or engineering, or equivalent work experience.
  • Experience providing technology support to a global customer.
  • Experience working as part of a global Technology support team.
  • Experience providing formal phone support in a Help Desk, Service Desk or Call Center environment.


Third Party Applications Not Accepted