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Service Desk Analyst
Ref No.: 18-05313
Location: New York, New York
Position Type:Direct Placement
Pay Rate : $ 60,000.00 - 70,000.00 /Year

Service Desk Analyst
 
·         Answer telephone calls directed to the Global Service Desk - logging and assigning to others if necessary, all calls received in the ticketing system, adhering to procedure.
·         Review and act upon requests logged in the ticketing system, within specified timeframe.
·         Methodically troubleshoot issues, discussing with other technical support staff when required, to research and find solutions.
·         Support and maintain Audio Visual equipment on site and provide
·         Scheduling and support of Video Conference calls
·         Maintain onsite Coms rooms, carry out patching and support network infrastructure under the guidance of Network team and New York technical lead.
·         Build, image and deployment of desktop hardware
·         Component fix, replacement, and upgrades on desktop hardware
·         Deployment of software
·         Create and maintain accurate documentation for all user or technician processes.
·         Share technical knowledge with other Service Desk staff to facilitate call resolution.
·         Contact equipment vendors as required for request resolution.
·         Perform user desk moves when required
·         Perform user training when required.
·         Liaise with local office technical point of contact at branch offices as required.
·         Liaise with 3rd Party providers in coordination of resolution/maintenance activities.
·         Assist in project deployments when required.
 
Skills and experience:
 
·         Positive can-do attitude with a mature and professional approach.
·         Excellent troubleshooting and diagnosis skills.
·         Excellent verbal communication and customer service skills. Must have the ability to listen carefully, express ideas clearly and converse comfortably with a stranger, particularly under pressure situations either in person or on the telephone.
·         Proven, excellent written communication skills – to write professional emails, communicate a range of information to staff across all levels of seniority, create documentation and write up research and analyze data.
·         Strong eye for detail and a very good ability to follow procedures and implement them with users.
·         Enthusiasm for and genuine interest in IT and technical support. Must also have excellent decision-making and problem-solving skills to manage multiple priorities.
·         Excellent team working skills, ability to communicate well with others and share ideas as well as knowledge for the benefit of the team.
·         Strong eye for detail and an ability to follow procedures and implement them with users.
·         Must also be patient and empathetic to the issues and concerns of others.
·         Strong planning and organizational skills to enable proactive management of calls.
·         Methodical approach with lateral thinking ability.
·         Ability to cope with demanding situations.
·         Willingness to be involved all aspects of IT