Service Desk Analyst
Company: Avocet Strategic Resourcing
Location: New York
Posted on: January 16, 2022
BASED IN NEW YORK CITY PAYING $75,000 + EXCELLENT 401K +
This is an excellent opportunity to join one of the world's leading
investors in private equity's secondary market as part of a niche
technical support team working in their state of the art newly
built offices in New York.
As part of an IT team of around 35 professionals, you will be
helping to implement, manage and support technology solutions to
fulfil existing and emergent business requirements throughout the
The Service Desk Analyst will be a proactive and self-motivated
individual that will provide 1st/2nd line technical support and
user administration to staff based in the New York, London, and
Hong Kong offices. Responding to a variety of user issues or
requests relating to IT equipment, applications or services as well
as contributing to a variety of project-related tasks.
KEY TASKS AND RESPONSIBILITIES
Ticket Management identify, prioritise and log incidents or
requests; working within agreed SLAs and keeping customers
Incident/Problem Management investigating incidents or problems and
finding possible workarounds whilst issues remain open; escalating
unresolved incidents or problems totechnical teams.
Application Support identify and resolve issues with Microsoft
Office and related applications on Windows and iOS platforms.
Communications Support identify and resolve issues with email,
chat, video conference and telephony systems.
User Administration create Active Directory accounts, groups and
other objects; set up email accounts and distribution lists;
administer access to other communication systems (e.g., chat, video
conferencing); fulfil joiner/mover/leaver requests.
Device Set-Up/Management install or remove hardware and/or software
using system management tools (SCCM); apply updates and patches;
record and report details of items installed/removed and ensure
configuration management records are updated; train customers in
the use of hardware and software.
Support/Team Documentation contribute to the creation and
maintenance of support guides and procedure documents.
Service Improvement assist with root cause analysis of incidents or
problems; help with the implementation of agreed remedies and
Continuous Improvement contribute to the ongoing monitoring and
evolution of tools, standards, best practices and process
improvements within the service desk domain.
Demonstrable experience in a Service Desk Analyst role with a track
record of delivering responsive, high quality and customer-focused
A broad and deep technical background being highly proficient in
supporting or using many, if not all, of the following:
Desktops/Laptops, iPads/iPhones, Telephony, Printers, Copiers,Video
Conferencing, Basic Networking VPN & Wi-Fi
Windows 10, iOS, Office 365 Web, Desktop & Mobile,
Intune, Microsoft Authenticator (MFA), Active
Directory,SCCM,Cherwell/ServiceNow, LogMeIn Rescue, TeamViewer
Experience in supporting users in different locations and time
SDI Service Desk Analyst certification or equivalent
ITIL Foundation certification
Prior experience in Financial Services, Private Equity and/or Asset
This is a challenging career step for a talented Service Desk
Analyst with excellent technical skills, impeccable interpersonal
and customer support experience and a desire to deliver the highest
levels of technical support. You will be working within a
continually expanding organisation that will embrace your skills,
invest in your personal development and develop your potential to
further enhance your career path.
To find out more about this role please contact Keith Wilkins or
send us your CV for review. Please note that every application
received is personally reviewed by our team - Avocet Strategic
Resourcing does not use automated screening tools.
APPLICANTS MUST BE ELIGIBLE TO LIVE AND WORK IN THE USA.
Avocet Strategic Resourcing is acting as an employment agency in
regard to this role and does not discriminate on grounds of race,
sex, marital status, religion or belief, sexual orientation, age or
Keywords: Avocet Strategic Resourcing, New York , Service Desk Analyst, Professions , New York, New York
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