IT Service Desk Analyst

4 weeks ago

Boston, United States P.A. Consulting Full time

Company DescriptionWe believe in the power of ingenuity to build a positive human future in a technology-driven world.As strategies, technologies and innovation collide, we create opportunity from complexity.Our diverse teams of experts combine innovative thinking and breakthrough use of technologies to progress further, faster. Our clients adapt and transform, and together we achieve enduring results.An innovation and transformation consultancy, we are 3,300 specialists in consumer and manufacturing, defence and security, energy and utilities, financial services, government and public services, health and life sciences, and transport. Our people are strategists, innovators, designers, consultants, digital experts, scientists, engineers and technologists. We operate globally from offices across the UK, US, Netherlands and Nordics.Job DescriptionTo join the US Service Delivery team as part of our Global Helpdesk, in partnership with the UK support teams as the first point of contact for our people with IT problems. Will include working on support tickets against an agreed service level and completing Laptop/Mac and mobile builds to PA specifications.Understand the need to comply with firm wide processes, escalate issues as appropriate and work with the US Service Delivery Manager to optimize the support the IT team provides.Help manage stock levels, work with local suppliers and provide input to service analysis and reviews when asked. Demonstrate strong technical knowledge and be flexible to travel if required.Qualifications9-6 Monday to Friday in the officeJob DescriptionMaintain high levels of support to US people against agreed SLAsEnsure compliance with firm wide processes, and implement global IT policiesMeet the service level agreement for tickets in the US, especially for those based in Boston.Respond quickly to service requests, discuss priorities, and work to agreed planEscalate to US Service Delivery Manager relevant service issues, and provide feedback to IT colleaguesStock management and purchasing, contribute to regular reporting and projections for the US Service Delivery ManagerSupport Line Manager and IT colleagues to deliver great serviceSupport queue management and link to our Global HelpdeskTravel if/when needed, specifically around Boston. Possibly around US if projects requireAccountabilities:40% -Problem tickets, dealing with support requests logged and taking calls from our people35% -Laptop/Mac/Phone builds. New Hires/Leavers/Upgrades10% -Maintain stock and consumable levels, link up with US IT colleagues to coordinate kit15% -Cover IT colleagues and be available to provide support towards the end of the working day to other PA offices remotely and support meetings and events in your regionQualifications for this role:Academic excellence (degree ideal, but not essential)Must have strong IT knowledge - Windows and OSxMicrosoft Office / TeamsMac support experienceCustomer service experienceAdditional InformationBenefitsGroup medical insuranceHealth Savings Account with company matchTeladoc and informed Nurse line resourcesLong term care planGroup dental insuranceVision plan401(k) Savings Plan with company profit sharing contributionCommuter and Parking tax-savings benefit15 days paid vacation days with the opportunity to buy five additional days10 paid Holidays plus 10 paid sick daysCompany and Voluntary income protection benefitsGym and health incentive reimbursementPet and legal insurance PlansEmployee Assistance PlanAnnual performance-based bonusAbout usWe believe in the power of ingenuity to build a positive human future in a technology-driven world.As strategies, technologies and innovation collide, we create opportunity from complexity.Our diverse teams of experts combine innovative thinking and breakthrough use of technologies to progress further, faster. Our clients adapt and transform, and together we achieve enduring results.An innovation and transformation consultancy, we are over 3,200 specialists in consumer, defence and security, energy and utilities, financial services, government, health and life sciences, manufacturing, and transport. Our people are strategists, innovators, designers, consultants, digital experts, scientists, engineers and technologists. We operate globally from offices across the UK, US, Europe, and the Nordics.PA. Bringing Ingenuity to Life.#J-18808-Ljbffr

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