Senior Desktop Support Analyst
2 weeks ago
Job Description
This is a hybrid role that will require the person to work onsite with light travel between local offices. The client is a financial services institution with offices across North America.
THIS ROLE IS A CONTRACT TO PERM POSITION. 3-6 MONTHS TO START
WHAT IS THE OPPORTUNITY?
The End User Services team is expanding its role in providing quality support services to the highest-level Executives and VIPs in a fast-paced financial company. The Executive Services Support role will occasionally require travel for the purpose of supporting customers in varying locations, including corporate offices, residential offices, and remote offices. The role is also responsible for timely triaging of impactful outages, and proactive communications with the customers on changes to their environments.
WHAT WILL YOU DO?
· Deliver high-quality technical support to C-Suite executives, Business Management, and other firm VIPs in a courteous, professional, and empathic manner.
· Field phone calls and emails from customers, leveraging ServiceNow to track and manage all issues, requests, and inquiries.
· Troubleshoot and resolve reported firm-related issues, including but not limited to Windows 10, Microsoft Office and other productivity applications, printing, networking, telephony, and videoconference
· Collaborate and contribute on cross-functional enterprise initiatives and manage the effective implementation of assigned deliverables.
· Troubleshoot and resolve reported personal technology issues, including but not limited to computers, laptops, mobile phones, etc., family/home technology (home network, family entertainment and AV)
· Understand and evaluate end-users needs and develop creative technical solutions to meet them, while keeping in line with firm policies and procedures
WHAT DO YOU NEED TO SUCCEED?
Must have:
· Undergraduate degree coupled with 5 to 7 years of experience in end user support and 3 years of executive and or VIP support
· Strong analytical and problem-solving skills are a must as well as the ability to work well independently.
· Comprehensive knowledge of Windows-based desktops and the key Firm applications (i.e. Microsoft Office Suite, Adobe Reader, Internet browsers, Bloomberg, etc.)
· A strong understanding of technology and/or financial services industry.
· Knowledge of Active Directory, Exchange, Citrix, Okta SSO, RSA MFA, ServiceNow, remote assist tools, and application delivery systems.
Nice-to-have :
· Ability to facilitate between and influence key decision makers
· Strategic thinker with excellent interpersonal skills to work across functions and businesses
· and above market shareholder value.
Job Skills
Critical Thinking, Customer Support Systems, Installation Support, IT Service Level Management, IT Service Management (ITSM), IT Standards, Problem Solving, Technical Troubleshooting
Additional Job Details
Address:
555 FLOWER STREET: LOS ANGELES
City:
Los Angeles
Work hours/week: 40
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