Service Desk Analyst II

Job Title Service Desk Analyst I Company L.E.K. Consulting Location New York, NY (Hybrid work model available) Job Overview The L.E.K. IT Department is seeking a Service Desk Analyst I to join the team. This position will report directly to the Regional Service Desk Manager. The Service Desk Analyst I provides excellent face-to-face customer service, follows instructions to deliver zero defect deployments, takes direction well, executes assigned project tasks on time, and is self-motivated. Responsibilities Providing level 1 support to the L.E.K. global staff via multiple communication channels including but not limited to phone, video, chat, in person, and email Troubleshooting hardware and software issues courteously and expeditiously Keeping inventory accurate and assessing the requirement for IT equipment Answering and appropriately handling customer support requests via phone, e-mail, voice mail, and instant messaging. Managing regional staff motion procedures such as account creation, laptop imaging and configuration, desk setup, mobile configuration, equipment distribution and collection etc. Liaising with regional admin or smart hands to set up/reimage laptops in remote offices when required Managing IT equipment upgrades for the region Work with supplier warranty to repair broken laptop and mobile Other IT related functions and projects as requested that are not limited to daily support Qualifications Technical Skills: Understanding of PCs, tablets, mobile phones, peripherals, and various operating systems including but not limited to Windows, Apple iOS, and Android An aptitude for acquiring technical skills and an eagerness to learn about all L.E.K. software and hardware Work Style: Excellent verbal and written communication skills Excellent customer service, including empathic listening skills Solid self-starter with the ability to work in a team environment Excellent follow-up skills to see tasks through to resolution and communicate problem status to end users such as notification of completion, notification of delay, and rationale Excellent organizational skills, prioritizing and managing multiple tasks Solid ability to offer and accept feedback and constructive suggestions Strong people skills and a knack for problem solving Professional Experience & Education: Experience in a customer focused role Associate’s and/or bachelor’s degree or certificate program Salary & Benefits Base salary in New York: $40,000 - $45,000 (USD); placement within this range will vary based on experience and skill level. L.E.K. also offers a performance bonus, profit sharing, and other benefits. Applicants for this position must be legally authorized to work in the United States on a permanent basis without the need for employer sponsorship. Job Details Seniority level: Entry level Employment type: Full-time Job function: Information Technology Industries: Business Consulting and Services L.E.K. Consulting is an Equal Opportunity Employer. #J-18808-Ljbffr