Service Desk Associate

Job Description

PRIMARY FUNCTIONS & ESSENTIAL RESPONSIBILITIES

• Maintains a high degree of customer service and confidentiality (as needed) for all support queries while adhering to all service management principles
• Manages day to day incident submissi ons; builds and manages his/her queue; answers support queries via phone and email for local and remote offices; responds and completes all requests by taking ownership of every task completely and in a timely and courteous manner
• Manages onboarding and of f-boarding process of employees as it pertains to Technology equipment by setting up new users, modifying access for existing users and installing relevant applications
• Exercises problem- solving skills daily to resolve customer issues as they arrive
• Monito rs progress of tasks and/or incident resolutions while determining escalation points and criticality of requests
• Manage incident resolution activities by identifying, troubleshooting, and resolving software failures that prevent a user from employing an ex isting IT service
• Ensure all required documentation is current, all support activities are properly logged and tracked in ServiceNow and other operational and relevant support systems
• Ensure the highest level of service delivery for all clients within the firm
• Identify issues and make recommendations that will improve processes and procedures
• Assist in strategic initiatives through brainstorming and implementation, etc
• Augment team capabilities by introducing / deepening additional technical skillsets
• Identifying , proposing & deploying solutions for recurring issues at the workstation level
• Will be required to work some nights and weekends and global public holidays on a rotating shift model

QUALIFICATIONS

Education:

• Bachelor s degree (or advanced) in business administration, Computer Science or related technical field

Experience Required:

• 5 + years

General Requirements:

• Experience with u sing ticketing systems (ServiceNow preferred)
• Operating within an ITIL framework
• Support within a high- volume, r egulated enterprise environment (preferably finance)
• Creating / advocating u ser enabling technologies
• Technical Depth in s upporting Widows 10 & common software (productivity, security) for an enterprise environment
• Call routing / management software Five9
• Remote support using BeyondTrust (Bomgar) remote access appliance or similar
• Asset management principles and software use
• Support of the O365 suite
• Use of System Center Con figuration Manager
• IOS/Android support
• Minimum b asic demonstrable knowledge with one at least one of the following:
• - PowerShell scripting
• - ServiceNow development
• - Statistical Analysis
• - Process design
• - Knowledge management (KCS)
• - VBA
• - HTML
• Process design, Analysis & Metrics
• Able to understand and articulate the benefits of technical implementations sufficient to drive adoption
• Someone who is not constrained by what is but instead thinks of what could be

Reporting Relationships

There is no set deadline to apply for this job opportunity. Applications will be accepted on an ongoing basis until the search is no longer active.