Service Desk Analyst

Our client, a major entertainment/media firm located in NYC (Midtown), is looking to hire Service Desk Analyst. This is a 12 month contract with the likelihood of extension. You will have a strong team, great work culture and true work/life balance.

This role will provide a helpful and friendly first and second point of contact for our Global Technology Services department. The role will also provide technical support services for customer-related technologies which include fulfilling requests, troubleshooting, resolving, and escalating issues that arise through various methods of interfacing with the Service Desk including but not limited to phone calls, email, face to face transactions, chat-bot support, Tech Cafe kiosk, scheduled support and management direction. This role will also be required to provide meaningful contributions to team efforts to continually enhance departmental effectiveness, prioritize tasks, interpret information, and apply technical knowledge to satisfy customer requirements.

This position will be an integral part of a team that is responsible for providing a single point of contact for the support of client technologies for 1500+ end-users at several locations throughout the United States. The hours of this position are 12-8PM but will occasionally be expected to cover earlier shifts as early as 8AM to 5PM.

RESPONSIBILITIES

• Daily interaction with all customers including Sr. Management up to and including the CEO.
• Receive and log incoming request via phone calls, emails, web and in person requests from the end-user community, including remote locations. These requests include procedural, software, hardware and operating system questions and issues for all company-supported technologies, including (but not limited to) desktops, laptops, wireless devices, peripherals, audio-visual systems, commercial and proprietary software.
• Provide 1st and 2nd level solutions to technical problems over the phone, via a Teams call or desk side (onsite) to minimize the loss of production time in accordance with current Service Level Agreements.
• Open, track, escalate, resolve, and close each problem, inquiry, request in our Technology Services service management system.
• Keep customers apprised of ticket status in accordance with current Service Level Agreements.
• Recommend or perform remedial action or refer/escalate complex issues to higher levels (3rd level and vendors) of technical support.
• Work with 3rd level and other internal resources, plus outside vendors and service providers as necessary to ensure that all referred incidents are resolved as quickly as possible.
• Prepare technical and procedural documentation relevant to systems and applications supported.
• Update our asset management system as necessary to ensure all asset-related activity is recorded and up to date.
• Acquire and maintain knowledge of all relevant technical products, current support policies, and methods of support delivery, to provide technically accurate solutions to users.
• Participate in special projects as necessary to improve the quality and/or efficiency of the Service Desk function.
• Complete all other associated tasks assigned by the Manager, Field Service Operations.
• Offsite support, as required, for any of our facilities.
• Assist with after-hours / on Call rotation as needed.

REQUIREMENTS

• Bachelor's degree in an IT-related discipline preferred.
• Minimum 5 years full-time experience in technical support/service desk role with minimum 3 years in dedicated Field Service (non-helpdesk only) role.
• Must be able to work in a fast-paced, high-pressure work environment.
• Technical certification in one or more relevant technical areas is desired (A+, ITIL, Dell, Microsoft, Cisco etc.).
• Must have excellent oral, written communication and time management skills.
• Must have excellent customer service skills.
• Ability to lift 35lbs, work under desks and walk/stand for extended periods of time.
• Must be able to work flexible shifts (8 AM - 8 PM, M-F).
• Must be able to work well as a self-starter, be able to work well independently and in a team environment.
• Ability to work in a positive and focused manner during normal and stressful times.

Proven knowledge/competency in the below technical skills:

• Install, configure, administer & support Microsoft Windows 10 operating systems for desktops & laptops in an enterprise environment.
• Install, configure, administer & support macOS X operating systems for desktops & laptops in an enterprise environment.
• Install, configure & support MS Office 2010/2016/Office 365, including Microsoft Outlook 2016, PowerPoint 2016, Teams, OneDrive and SharePoint experience required.
• Basic knowledge and understanding of voice and data networking concepts and connectivity including IP telephony and ability to physically connect LAN ports in IDF closet and troubleshoot connectivity from PC/Mac to switch (Cisco IOS knowledge not needed for this role).
• Basic understanding of the administration of Microsoft Active Directory (password resets, account creations & deactivations, security group membership, etc).
• Basic printer repairs of laser jet enterprise and workgroup class printers.
• Experience with audio-visual systems preferred.
• Ability to learn and support proprietary and 3rd party industry specific software programs.
• Proficiency in the use of help desk/call center tools and technologies, such as, ticketing systems, asset management systems, systems monitoring and management, remote control, etc.