Software Guidance & Assistance, Inc., (SGA), is searching for a Service Desk Level 1 Associate for a full-time position with one of our premier financial industry clients in Westport, CT.

The Service Desk Deskside Associate is part of the team which delivers desktop software/hardware installation and on-site support for desktop end users. This support includes hardware breakfix, troubleshooting and remote access. The position requires a logical and structured approach to problem determination, ticket handling, troubleshooting, and decision making with an emphasis on superior customer service.
Responsibilities:  


* Provide high quality IT support services to over 2,000 end users

* Liaise with customer contacts to define service support/restoration expectations and metrics to evolve support standards

* Assess, communicate, and ensure prioritized mitigation of strategic risks to the service

* Envision/ensure delivery of new technologies, processes, policies, and procedures for service

* Analyze/synthesize and communicate overall status of service

* Ensuring high customer satisfaction levels are maintained

Required Skills:  


* Prefers systematic to ad hoc

* Relationship-focused

* Think quickly on his/her feet with common sense

* Adapt to rapid changes in priorities and logistical requirements

* Interface with various internal departments (including IT, Operations, Physical Security, Data Security, etc.)

* Results oriented

* Follow / learn / adapt / improve processes, policies, procedures, and technologies

* Deliver excellent technical support with outstanding customer service and satisfaction

* Timeliness

* Excellent verbal and written communication skills

* Subject-matter expertise in desktop and application support

* 1-2 years of solid IT Service Desk experience

* A certification preferred