Analyst, End User Services

Requirements: * 3+ years experience in providing break/fix support on Windows and Mac hardware/software * Technical knowledge of MS Office Suite, Office 365, and Outlook * Skilled in various mobi
Full Time
-
Travel not required

Job Description



Putnam is looking for a high-potential individual to join its Helpdesk team. The Helpdesk team provides support services for Putnam Investments end users across multiple business units and international offices. This role is responsible for providing excellent end user support to Putnam s end users and contributing to a positive work environment.





The successful candidate excels in high quality phone, remote, and desk side support and shows initiative in managing the support process for each customer from beginning to end. This role requires demonstrated ability to be an active learner and become proficient in required systems and software. Candidates should be able to maintain the balance between customer expectations and business objectives while building positive peer relationships.





Primary focus is on providing phone, remote assistance, and desktop support to internal Putnam Investments staff. Individuals work under the direction of the Manager of Desktop Support and use provided documented procedures to perform tasks. They will assist management in a range of general functions and will work independently on smaller scale projects.




This position requires the ability to manage projects of a small to medium size with minimal direction, good interpersonal and communication skills, both oral and written, and a solid approach to problem management. This position may require availability in both Andover and Boston facilities; along with flexibility in work schedules.




Availability to participate in on-call rotation is required




Primary Duties and Responsibilities



  • Provide Macintosh & Windows support to end user community and business partners

  • Contact and effectively communicate with users by telephone, IM, or in person

  • Participate in help desk rotations including phone, deskside, and administrative duties

  • Assist in documenting Windows, Mac, and iOS support procedures

  • Provide timely resolution to reported problems

  • Ensures the end-to-end customer experience providing a single point of contact

  • Logs and tracks incidents and requests in provided ticketing software

  • Communicate all project deliverables, deadlines, and updates in a timely manner

  • Ensures complete coverage of assigned duties and communicates absences in advance

  • Continually look for ways to improve one s skillset to provide the best customer service

  • Escalate issues to subject matter experts in a timely manner






Requirements:

  • 3+ years experience in providing break/fix support on Windows and Mac hardware/software

  • Technical knowledge of MS Office Suite, Office 365, and Outlook

  • Skilled in various mobile platforms including iOS and Android

  • Experience with desktop/laptop encryption methods

  • Working knowledge of virtualization technologies

  • Experience documenting work within a ticketing system

  • Experience using ticketing system and asset management software

  • Proven success in diagnosing and solving computer issues, as well as building and configuring new hardware, and administering Active Directory

  • Support company-wide IT infrastructure projects such as PC refreshes, imaging, and new hardware roll outs

  • Knowledge of JAMF Casper Suite and Microsoft SCCM preferred

  • 24x7 on-call escalation is required and additionally, projects may require after hours and weekend support

  • Schedule and location flexibility

  • Bachelor s Degree or Associates Degree with equivalent work experience preferred


At Putnam we are committed to a diverse workforce and take positive steps to ensure equal opportunity in our recruitment process. We also undertake to hire, develop and retain the most talented individuals by valuing the varied skills that you bring.






Dice Id : PUTMA001
Position Id : 1908Z
Originally Posted : 3 months ago
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