IT Service Desk Analyst
The Service Delivery Analyst Administrator is responsible for providing 50% first and 50% second level technical support for all client service requests.
The Service desk Analyst provides some front-line support for end-user requests and will liaison between the North America Regional Service Desk and other IT departments to ensure the clients have windows/desktop, networking and systems support when needed.
Job Functions:
Must be a strong communicator, personable, polished and professional.
Implement new and existing hardware (e.g. desktops, laptops, printers, etc.) This includes, but is not limited to installing, configuring, moving and maintaining hardware and software, ensuring remote user connectivity and addressing any problems that may arise pertaining to the functionality of end users.
Provide all PC hardware and software updates and upgrades. Requires staying in touch with new technologies, techniques and standards; attending appropriate technology and service classes as necessary in order to serve the business groups. Answer a high volume of calls, keep up with emails and maintain a rapid response rate according to agreed standards.
Establish and maintain the security of our Windows environment, adhere to company policies, procedures and industry best practices.
Input all information relating to client calls/IM/emails/WALK INS received using the bank's ticketing handling/resolution application. Maintain detailed and accurate records of requests/incidents, problems and resolutions, building an ever growing knowledge base.
Day-to Day support of all Windows based products for Desktops and Laptops.
Monitor and implement all Microsoft patch releases on desktops and laptop PCs.
Maintain/Update user accounts in Active Directory.
Installation of current software applications and MS patching utilizing SCCM.
Provide support and facilitate remote access to user population (laptop support).
Communicate and interface with clients and with other IT support groups.
Research and recommend solutions for client needs during group meetings or make suggestions based on what is available in the industry.
A/V support.
Coordinate Moves.
Required Job Skills and Knowledge:
3 years plus relevant MS Windows desktop client support experience.
3 years plus relevant knowledge of Windows PC, Laptop's and Server hardware.
3 years' experience with Microsoft Office automation applications such as Word, Excel, Outlook, etc.
Networking – General working knowledge of protocols, routing, name resolution, topologies and related technologies.
Operating system installation (system imaging), troubleshooting, configuration and maintenance.
Ability to travel.
Must have minimum 2 years phone support experience with good phone etiquette and exceptional communication skills.
Market Data/Trading floor support experience, preferred.
Working knowledge of audio video conferencing equipment and digital signage, preferred.
Qualifications:
At least 5 years of related work experience and/or training; or equivalent combination of education and experience.
Strong customer service skills, both telephone and email, with excellent written and oral communication skills.
Strong problem solving skills.
Ability to work well with others.
Working knowledge of PC/Laptop and Server hardware.
Associate degree or higher.
#J-18808-Ljbffr
