IT SERVICE DESK ANALYST

  • Stifel,
  • Saint Louis, MO
  • 3 hours ago
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Stifel
IT, Analyst, Windows, Web, Browsers
Full Time

Job Description

SUMMARY

Under general supervision, the IT Service Desk Analyst has primary responsibilities as the first point of contact in IT. Through multiple channels, the Analyst accurately logs and manages requests, incidents, and problems, assessing the services and customers impacted and the urgency for resolution. The Analyst works to resolve and satisfy incidents and requests, or route and escalate as necessary for resolution with high customer satisfaction through the life of each contact with our business

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Serve as the single point of contact for all Stifel employees needing assistance from IT for service delivery and support. Respond to multiple channels of contact, including phone, email, monitoring and event management information and alerts, and portal submission of tickets to the IT service management tool.
  • Ensure request, incident, problem, and change records are accurate and complete, from creation to closure. This includes maintaining communications with all stakeholders to achieve a high level of customer satisfaction.
  • Assist in creating and maintaining IT operational workflows, knowledge documents, reports, portal content, and communications to IT and business customers.
  • Facilitate major incident conference bridges, accurately identifying and logging attendees, timelines and troubleshooting steps taken. Under management direction, escalate and communicate to IT and business customers, and 3rd party suppliers.
  • Coordinate planned change windows, and log results.
  • Some travel by car and/or air in conjunction with local, regional and/or national travel, up to 5%.
  • Must be available to work outside of normal business hours as needed.
  • Other duties as assigned.
ADDITIONAL QUALIFICATIONS

  • Proficient in Microsoft Office Suite and numerous versions of Microsoft Windows and a variety of Web Browsers; helpdesk and customer relationship ticketing systems
  • Experience with office productivity, reporting, and technical documentation software
  • Exposure to systems' monitoring tools.
  • Strong end-user technology understanding and troubleshooting skills.
  • Familiarity with various IT service management frameworks and methodologies.
  • High-level understanding of web-based and distributed systems n-tier technologies.
  • Expertise in working with IT service management software for IT workflows and event management.
  • Strong skill set in customer service delivery.
  • Ability to multi-task and effectively prioritize work streams.
  • Communicate information and ideas in spoken or written form so that others will understand.
  • Ability to multi-task and effectively prioritize work streams.
  • Strong ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Ableto determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
ABOUT STIFEL

Established in 1890, Stifel is one of the nation’s leading full-service wealth management and investment banking firms. Stifel serves clients from more than 400 offices across the United States and ranks as the nation’s seventh largest full-service investment firm in terms of number of financial advisors. We are also a leading provider of investment banking services to the middle market, a top-ten municipal bond underwriter, and home to one of the industry’s largest research franchises. In addition our Stifel Bank subsidiary provides a comprehensive range of banking services.

At Stifel we offer an entrepreneurial environment, comprehensive benefits package to include health, dental and vision care, 401k, wellness initiatives, life insurance, and paid time off.

The health and safety of our employees and candidates is very important to us. We continue to monitor the current public health situation and have adjusted our hiring procedures to include virtual recruiting tools that allow us to continue meeting new candidates. We look forward to “virtually” meeting you.

Stifel is an Equal Opportunity Employer.







Company Information

About Stifel Established in 1890 in St. Louis, Missouri, Stifel is one of the nation's leading full-service wealth management and investment banking firms. If you're looking for a challenging and satisfying career, we welcome you to be a part of an exciting, fast-paced environment that fosters creativity, innovation, and growth.
Dice Id : RTX169d5d
Position Id : ITSER04227
Originally Posted : 3 months ago

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