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Senior Service Desk Analyst

3 months ago

Philadelphia, United States EisnerAmper Full time
Job Description

At EisnerAmper, we look for individuals who welcome new ideas, encourage innovation, and are eager to make an impact. Whether you're starting out in your career or taking your next step as a seasoned professional, the EisnerAmper experience is one-of-a-kind. You can design a career you'll love from top to bottom - we give you the tools you need to succeed and the autonomy to reach your goals.

EisnerAmper is seeking a Senior Service Desk Analyst. This individual will join our Help Desk team will provide high quality technical assistance and support services for incoming queries and issues related to computer systems, software and hardware for our global workforce. The Senior Technician will provide incident support, and escalations and also act as a first point of contact when the Help Desk is facing high volume calls. You will provide support through a series of actions such as over the phone, face-to-face, or ticketing system. You will have a strong understanding of desktop operating systems, hardware architecture, is problem solver, and understands what impeccable customer service is all about. Working in this role you will be responsible for ensuring our Enterprise Technology Division achieves creating value for users and the business.

This role will sit in our Philadelphia location as we operate in a flexible hybrid work model, and there will be some expectation of travel.

What it Means to Work for EisnerAmper:
  • You will get to be part of one of the largest and fastest growing accounting and advisory firms in the industry

  • You will have the flexibility to manage your days in support of our commitment to work/life balance

  • You will join a culture that has received multiple top "Places to Work" awards

  • We believe that great work is accomplished when cultures, ideas and experiences come together to create new solutions

  • We understand that embracing our differences is what unites us as a team and strengthens our foundation

  • Showing up authentically is how we, both as professionals and a Firm, find inspiration to do our best work

  • Numerous Employee Resource Groups (ERGs) to support our Diversity, Equity, & Inclusion (DE&I) efforts

What Work You Will be Responsible for:

  • Oversee daily operations of the Service Desk, ensuring timely resolution of incidents and service requests.

  • Optimize team efficiency by monitoring ticket queues and workload distribution.

  • Act as a liaison between Level 1 Service Desk and other IT teams to ensure effective communication and collaboration.

  • Communicate service performance and resolutions to stakeholders.

  • Identify and implement process improvements to enhance service delivery.

  • Stay updated on industry best practices and emerging technologies.

  • Support various IT services including PC, mobile devices, VPN, video conferencing, software, and basic network support.

  • Utilize the ticketing system for efficient ticket management and triage.

  • Use remote access tools for problem resolution.

  • Ensure adherence to SLA expectations through consistent incident and request prioritization.

  • Provide phone support to ensure a seamless user experience.

  • Work varied hours, including nights, weekends, and overtime as needed.

  • Maintain regular and predictable attendance.

Basic Qualifications:

  • Minimum of 3 years in-the-field experience with maintaining, troubleshooting, and supporting various technology environments

  • Technical skills, knowledge and understanding of personal computers, current operating systems (Windows), hardware and peripherals, and productivity applications (MS Word, Excel, Access, Outlook and Internet Explorer); basic knowledge of networking principles related to workstation and printer configuration

Preferred/Desired Qualifications:

  • Excellent written and oral communication skills, with the ability to build strong relationships

  • Strong customer service and communications skills.

  • Attention to detail and think logically.

About our Technology Team:

Technology is enhancing the ways we operate at every level of the firm, and the EisnerAmper Technology team is the driving force for that. Unlike your average IT team, you won't find us simply administering technology, but serving as strategic advocates to deliver solutions that bring measurable, positive change for all our clients.

Because we pivot fast and always embrace new perspectives, we're creating a culture of technology across every department based on value and a true understanding of the business. By serving as partners to leaders throughout the organization, rather than as a resource, our Technology employees are accountable to each other and themselves to create a tangible impact based on results.

The way we see it, there is always something new we can start, stop doing, or reimagine. With this mentality, we don't let perfection get in the way of innovation. If you have a theory, you'll have the autonomy to innovate, iterate, and collaborate to see it through. Because to us, there are no bad ideas-only avenues for us to grow as a team and individuals.

About EisnerAmper:

EisnerAmper is one of the largest accounting, tax, and business advisory firms, with nearly 4,000 employees including 400 partners across the world. We combine responsiveness with a long-range perspective; to help clients meet the pressing issues they face today and position them for success tomorrow.

Our clients are enterprises as diverse as sophisticated financial institutions and start-ups, global public firms, and middle-market companies, as well as high net worth individuals, family offices, not-for-profit organizations, and entrepreneurial ventures across a variety of industries. We are also engaged by the attorneys, financial professionals, bankers, and investors who serve these clients.

Should you need any accommodations to complete this application please email: talentacquisition@eisneramper.com

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Preferred Location: Philadelphia