SERVICE DESK ANALYST

Service Desk Analyst

Client’s Service Desk team is responsible for providing excellent client service while serving as a point of contact for users to gain assistance in troubleshooting, getting answers to questions, and solving technology-related issues. The Service Desk Team supports all client employees, including those in other locations, remotely as needed. They will also be responsible for aligning themselves with the relevant business units and departments and proactively strategizing business needs as it pertains to technology-related requirements. The Service Desk analyst will also participate in understanding, solutioning and deploying updates or fixes to the firm.

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 submissions; 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 off-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
• Monitors progress of tasks and/or incident resolutions while determining escalation points and criticality of requests
• Manages incident resolution activities by identifying, troubleshooting, and resolving software failures that prevent a user from employing an existing IT service
• Ensures all required documentation is current, all support activities are properly logged and tracked in ServiceNow and other operational and relevant support systems.
• Ensures the highest level of service delivery for all clients within the firm
• Identifies issues and makes recommendations that will improve processes and procedures
• Assists in strategic initiatives through brainstorming and implementation, etc.
• Augments team capabilities by introducing / deepening additional technical skillsets
• Identifies, proposes & deploys solutions for recurring issues at the workstation level.