AddressThe L.E.K. IT Department is seeking a Service Desk Analyst II to join the team. This position will report and take day-to-day direction from the Regional Service Desk Team Lead. The Service Desk Analyst II provides excellent customer service one on one, follows written instructions to resolve basic problems, works well with teammates, takes direction, executes assigned project tasks on time, administrates user accounts, and executes basic scripts within their role.
Responsibilities include, but are not limited to:
- Troubleshooting of routine hardware and software issues handled courteously and expeditiously
- Answering and appropriately handling customer support requests via walk ups, phone, e-mail, voice mail, and instant messaging
- Updating and keeping our inventory accurate
- Assisting global staff who are working remotely or are in the office. Staff who are on the move; at the airport, their home or various client sites
- Documenting, tracking, and monitoring all work items and resolution activity in the ITSM software to ensure timely resolution
- Escalating issues of a higher complexity to Level 2 and Level 3 specialists when appropriate
- Participating in team projects that enhance the quality of service
- Supporting devices such as laptops, tablets, and mobile phones running operating systems such as Windows, Mac OS, iOS, and Android
- Searching online for practical solutions when they are not documented in our knowledgebase and creating and updating knowledge articles in the IT Knowledgebase
- Providing off-hours support on a scheduled rotation
- Assisting with vendor management, evaluate and suggest IT vendors and suppliers, review contracts and establish relationships to ensure competitive pricing and quality of products or services
- Assisting with purchase order management, generating purchase orders, tracking deliveries, and verifying received items to ensure accuracy and compliance with procurement agreements
- Assisting with language translations when needed within the IT function • Providing IT related updates or presenting to the local office during regular office meetings
- Other IT related functions and projects as requested that are not limited to daily IT support
Qualifications:
Technical Skills
- General understanding of O365, Active Directory, SharePoint, VPN and remote access clients, printers, and other peripherals
Work style
- Excellent verbal and written communication skills with technical, non-technical staff and end-users
- Excellent customer service, including empathic listening skills • Strong self-starter with the ability to work in a team environment
- Excellent follow-up skills to see tasks through to resolution and communicate problem status to end users such as notification of completion, notification of delay, and rationale
- Excellent organizational skills, the ability to prioritize and manage multiple tasks
- Solid ability to offer and accept feedback and constructive suggestions
Professional experience and Education
- At least 3 years’ experience in a customer focused role
- At least 2 years’ experience in a Service Desk role of increasing complexity
- Experience in a senior role
- Bachelor’s degree or certificate program
- ITIL 4 Foundations certification or equivalent knowledge
- Latest Microsoft Windows certification or equivalent knowledge
