Service Desk

• 1st and 2nd Line support – troubleshooting of IT Related issues across a range of technologies including desktop applications, printing, telephony, mobile devices, audio, and video conferencing, etc.
• Perform Assessment, Triage, Research, and Resolution of incidents and requests.
• Engage other resources from different teams to resolve incidents beyond scope of ability of responsibility
• Take ownership of colleague issues and follow up on the status of the same.
• Ensure incidents and requests are accurately logged, assigned, tracked, and responded in adherence with agreed SLA’s
• Create positive colleague support experience by building strong relationships by listening, understanding, and ensuring timely resolution or escalation.
• Identify service/process improvement opportunities.
• Document all procedures and processes for training and internal referencing.
• Apply diagnostic utilities to aid in troubleshooting a Windows 10, Office 365, Azure,
• Familiar with Remote support tools like Bomgar, SCCM, NexThink,
• Actively mentor analyst team and assist in the training of new analysts.
• Demonstrate ability to work collaboratively with end-users, colleagues under pressure.
• Ability to coordinate and direct activities and tasks.
• 24x7 Support environment

Required Qualification & Experience:

• Excellent analytical and troubleshooting skills.
• Must be a collaborative team player.
• 1-3 years of proven track record and experience
• Financial industry experience preferred.
• Excellent interpersonal, oral, and written skills.
• Excellent work ethic and work product.
• Participate in the Service Desk team’s on-call rotation.
• Will be required at times to work outside usual hours of business in order to limit user impact during emergencies, maintenance, and upgrades.