Analyst, Enterprise Service Desk

United States·Friscomid

OtherEnterprise

0 views0 saves0 applied

Apply Now

Quick Summary

Overview

Job Overview : As a Analyst, Enterprise Service Desk, you will play a crucial role in resolving technical issues for our Hedge Fund and Private Equity clients.

Key Responsibilities

Provide white-glove technical support to our clients via phone, email, and remote login Support client workstations (e.g., video cards, drivers), printers, and peripheral equipment (e.g., USB devices).

Requirements Summary

High school diploma or equivalent required. 5+ years of experience in a related field. A degree or some college a plus. Technical licenses or training a plus.

Technical Tools

azurenetworking

Responsibilities

~1 min read

→Provide white-glove technical support to our clients via phone, email, and remote login
→Support client workstations (e.g., video cards, drivers), printers, and peripheral equipment (e.g., USB devices).
→Proactively and consistently communicate with clients and colleagues
→Accurately and promptly record all time in our ticketing system
→Proactively manage ticket queue
- →Ensure all ticket notes and statuses are up to date
- →Troubleshoot client issues and document all steps up through resolution
- →Effectively multi-task to manage workload
→Collaborate on improvement of operational effectiveness
→Document, take ownership of, and escalate issues
→Meet individual and team KPI targets
→Maintain flexibility with respect to work schedule and responsibilities

Excellent customer service skills.
Ability to demonstrate empathy towards clients and colleagues.
Prompt answering of emails, phone calls, and other communications.
Assessment and prioritization of work in a fast-paced environment.
Functioning at a high level under time constraints and pressure.
Self-motivated, detail-oriented, and organized.
Effective communication, interpersonal, organizational, and presentation skills, oral and written.
Appropriate adaptation of communication for the audience (e.g., layperson vs. technical).
Clear and concise identification, isolation, and escalation of hardware, software, network, and systems issues.
Highly developed and process-oriented problem-solving skills.
Knowledge of interconnectivity of O365 Services (e.g., Teams, SharePoint, OneDrive, Outlook).
Continued proactive development of O365.
Management of a multi-tenant environment.
In-depth understanding of Microsoft Support Processes (e.g., opening tickets, troubleshooting).
Management of Active Directory accounts, groups, and permissions.
Duo Security and other MFA applications.
Microsoft Exchange Administration.
Management of Azure Active Directory.
Management of O365 Admin Portal.
Citrix XenApp
- Publishing/Managing Citrix applications
- Terminate hung sessions
- Management of Citrix Director and Citrix Studio

Management of MDM technologies (e.g., Intune).
Analysis and resolution of disk space remediation, host down, and ISP alerts from monitoring tools (e.g., Nagios).
Virtual server administration (e.g., VMware vSphere):
- Resource (e.g., RAM, virtual drives, and CPU) management
- GPO management
- Troubleshooting of server performance issues
- Server roles management
Troubleshooting of DNS, DHCP, and TCP/IP issues.
Print queue installation, configuration, and management.