Service Desk Analyst
Position :
Engineering - ETO Senior Client Services - Service Desk AnalystLocation :
Salt Lake City , UTDuties:
This role requires 1 weekend a month availabilityWEEKLY Schedules Monday-Friday6:
00AM to 2:
30PM9:
30AM to 6:
00PMWEEKEND Schedules - Monday/Tuesday and Saturday/Sunday - 4 days at 10 hours per day:
6:
00AM to 4:
30PM8:
30AM to 7:
00PMThis role requires 100% onsite availablility. 5 days in office.YOUR IMPACTThe Senior Service Desk team provides the highest level of technical support to the top executives of the firm globally operating 24/7 and 365 days a year.The team works in a high paced environment and collaborates with various teams globally to provide in and out of office technical support for our partners and their clients. Our team has the ability to stay calm in highly stressful situations and are instrumental in making sure that our clients concerns are addressed with the highest level of professionalism and accuracy.Working for this team is a great opportunity to experience the high paced and dynamic environment of . The ability to multitask, think on your feet and maintain a highly professional presence while working in this team will be crucial to your success.You will also have the chance to work alongside highly motivated and experienced engineers, work with and support cutting edge technology and applications.OUR IMPACTTHE TECHNOLOGY DIVISIONOur team of engineers builds solutions to the most complex problems. We develop cutting-edge systems and processes that form the core of our key business and enable transactions to move in milliseconds. We provide real-time access to critical deal information and crunch billions of data points each day to inform firm-wide market insights and strategies. Team members have the opportunity to work at the forefront of technology innovation alongside industry leaders and make significant contributions to the field.ResponsibilitiesMust be client-focused with ability to provide white-glove treatment to our clients.Must have the understanding and sense of urgency to address and resolve issues as quickly and accurately as possible.Address client requests and issues via phone or email.Provide world class quality of service to our clients throughout the resolution process.Engage engineering teams and product owners to assist with troubleshooting as needed.Perform cradle to grave ownership of all issues by providing timely updates to clients and by constantly following up with escalation teams until the issue is resolved.Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.Maintain effective documentation by regularly reviewing and updating knowledgebase content.Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, etc.), Zoom, SharePoint, Mac, Unix, Voice, Mobile and others.Skills:
Basic QualificationsMinimum 2 years of experience working in the technical support field in an enterprise environment, preferably with phone support experience.Solid technical knowledge, troubleshooting skills and support experience with the following:
ZoomMicrosoft Windows platform (Windows 7, 10)Networking, LAN, WAN, corporate enterprise domain infrastructure environmentWindows desktop and server operating systemMicrosoft Active DirectoryMicrosoft OutlookGood understanding of the Microsoft Office products such as Word, Excel, and Power Point.Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.Ability to perform Mobile OS (iOS/Android) application troubleshooting.Team player mentality, collaborative, self-learner and self-motivated.Good understanding of English and good communication skills is a must.Strong customer service skills and focus on ownership throughout the resolution process.Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business impacting events.For our Asia language support team, hours of operation would match with region of support based on language spoken.Preferred QualificationsThe use of software-based web conferencing programs such as Lync, Skype, WebEx, Zoom.Experience operating and troubleshooting on a variety of multimedia /audiovisual hardware and software for at least 2 years. Recommended Skills Active Directory Group Cisco Web Ex Citrix Systems Communication Curiosity Customer Service Apply to this job. Think you're the perfect candidate? Apply on company site $('.external-apply-email-saved').on('click', function (event) window.ExternalApply = window.open('/interstitial?jobdid=j3r75z6k33c81y90r8s', 'ExternalApply-j3r75z6k33c81y90r8s'); ); $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
Engineering - ETO Senior Client Services - Service Desk AnalystLocation :
Salt Lake City , UTDuties:
This role requires 1 weekend a month availabilityWEEKLY Schedules Monday-Friday6:
00AM to 2:
30PM9:
30AM to 6:
00PMWEEKEND Schedules - Monday/Tuesday and Saturday/Sunday - 4 days at 10 hours per day:
6:
00AM to 4:
30PM8:
30AM to 7:
00PMThis role requires 100% onsite availablility. 5 days in office.YOUR IMPACTThe Senior Service Desk team provides the highest level of technical support to the top executives of the firm globally operating 24/7 and 365 days a year.The team works in a high paced environment and collaborates with various teams globally to provide in and out of office technical support for our partners and their clients. Our team has the ability to stay calm in highly stressful situations and are instrumental in making sure that our clients concerns are addressed with the highest level of professionalism and accuracy.Working for this team is a great opportunity to experience the high paced and dynamic environment of . The ability to multitask, think on your feet and maintain a highly professional presence while working in this team will be crucial to your success.You will also have the chance to work alongside highly motivated and experienced engineers, work with and support cutting edge technology and applications.OUR IMPACTTHE TECHNOLOGY DIVISIONOur team of engineers builds solutions to the most complex problems. We develop cutting-edge systems and processes that form the core of our key business and enable transactions to move in milliseconds. We provide real-time access to critical deal information and crunch billions of data points each day to inform firm-wide market insights and strategies. Team members have the opportunity to work at the forefront of technology innovation alongside industry leaders and make significant contributions to the field.ResponsibilitiesMust be client-focused with ability to provide white-glove treatment to our clients.Must have the understanding and sense of urgency to address and resolve issues as quickly and accurately as possible.Address client requests and issues via phone or email.Provide world class quality of service to our clients throughout the resolution process.Engage engineering teams and product owners to assist with troubleshooting as needed.Perform cradle to grave ownership of all issues by providing timely updates to clients and by constantly following up with escalation teams until the issue is resolved.Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.Maintain effective documentation by regularly reviewing and updating knowledgebase content.Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, etc.), Zoom, SharePoint, Mac, Unix, Voice, Mobile and others.Skills:
Basic QualificationsMinimum 2 years of experience working in the technical support field in an enterprise environment, preferably with phone support experience.Solid technical knowledge, troubleshooting skills and support experience with the following:
ZoomMicrosoft Windows platform (Windows 7, 10)Networking, LAN, WAN, corporate enterprise domain infrastructure environmentWindows desktop and server operating systemMicrosoft Active DirectoryMicrosoft OutlookGood understanding of the Microsoft Office products such as Word, Excel, and Power Point.Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.Ability to perform Mobile OS (iOS/Android) application troubleshooting.Team player mentality, collaborative, self-learner and self-motivated.Good understanding of English and good communication skills is a must.Strong customer service skills and focus on ownership throughout the resolution process.Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business impacting events.For our Asia language support team, hours of operation would match with region of support based on language spoken.Preferred QualificationsThe use of software-based web conferencing programs such as Lync, Skype, WebEx, Zoom.Experience operating and troubleshooting on a variety of multimedia /audiovisual hardware and software for at least 2 years. Recommended Skills Active Directory Group Cisco Web Ex Citrix Systems Communication Curiosity Customer Service Apply to this job. Think you're the perfect candidate? Apply on company site $('.external-apply-email-saved').on('click', function (event) window.ExternalApply = window.open('/interstitial?jobdid=j3r75z6k33c81y90r8s', 'ExternalApply-j3r75z6k33c81y90r8s'); ); $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
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