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Helpdesk Support Analyst

NEW YORK-10003, NY, US
07/20/2018

-

Required Skills

A+, MAC OS

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

Helpdesk Support Analyst

COMPANY OVERVIEW:

Our financial services client helps customers find better ways to execute trades and manage risk.

Our products and services underpin the entire trade lifecycle pre-, during and post-execution.

Our electronic trading platforms are industry standards.

Customers use our lifecycle management and information services to optimize portfolios, control risk and reduce costs.

We partner with emerging technology companies to bring greater efficiency, transparency and scale to the world's capital markets

ROLE SUMMARY:

The Primary focus for the Helpdesk Support Analyst is to be the first point of contact for IT and for the Business to report any issues to.

They will be responsible for identifying and resolving First line support issues and expected to have a basic understanding of the Business and IT function.

KEY ACCOUNTABLITIES OF HELPDESK SUPPORT ANALYST:

Act as the first point of contact and key interface between the business and IT, logging, triaging, managing and resolving incidents and requests across all enterprise technologies

Provide First line support via telephone support, email, live support and in person walk ups to the IT area

Identify, troubleshoot and resolve support issues relating to corporate desktop, telephony and associated business applications

Provide appropriate technical support to resolve IT related Incidents and Requests on first contact where appropriate

Provide technical support by creating, amending and troubleshooting user account issues, managing email accounts, creating, amending and managing distribution groups

Support all Microsoft platforms (Windows 7/10, Office, including Skype for Business), third party and internally designed applications

Work as part of the Global End User Support team of analysts to log and update all IT
Incidents and Requests within the Service Now IT Service Management portal

Ability to quickly identify, diagnose and resolve support issues

Coordinate and support all user relocations

Professional conduct at all times

Ensure that response time and resolution time objectives are met as defined in SLA metrics and are dealt with to the Business' satisfaction

Document, maintain, use and share appropriate product and services knowledge and learn about new products and services as required

Contribute to and follow up-to-date process and procedure documentation

Contribute to continuous improvement activities within the team to enhance service levels

Have knowledge and understanding of the contents of EUS processes and procedures and be aware of the IT organizations strategic aims, policies, processes and procedures

Ensure Incidents and Service Requests are dealt with to the Business' satisfaction

To actively work with appropriate teams in IT to pre-empt service issues and minimize the impact of service issues to the Business

To keep up-to-date with developments within the organization that may have an impact on the user experience

Responsible for working with third party service providers to ensure end to end support is maintained as required

Responsible for completing new starter and leaver requests within SLA

Contribute to End User IT systems in relation to new building fit outs or changes and
moves, including video display systems and video distribution systems

Fulfil additional / ad hoc duties as needed in order to meet the needs of the business

PERSON SPECIFICATION:

Ability to and experience of working in fast-paced, technology led environment

Ability to work from ITSM tools such as ServiceNow, with the ability to self-prioritize accordingly

Thorough and detailed understanding of Microsoft Windows

Follow-me print solutions

Understanding of mobile devices – iOS and Android

Understanding of mobile device management

Understanding of Desktop/Laptop/Telephony hardware

Understanding of Microsoft Exchange/Active Directory, including Group Policy

Excellent knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)

Experience with basic networking protocols and network services including DNS, DHP and TCP/IP

Basic understanding of IT Security, network protocols, firewall and VPN configurations, as well as remote access, content filtering, spam filtering, malware and virus protection

Understanding of and experience of Microsoft Exchange/Active Directory, creating and managing emails accounts, creating and amending distribution groups, creating, amending and troubleshooting issues with user accounts and permissions, including Group Policy permissions

KNOWLEDGE:

Relevant industry certifications in Microsoft, A+, ITIL or SDA, a plus

Knowledge of MAC OS highly desirable

Knowledge of standard range of desktop applications and hardware

Knowledge of device encryption systems

Knowledge and experience of anti-virus systems

Knowledge and understanding of End User Collaboration systems – email, video, conferencing etc

Knowledge of networking configuration LAN/WAN and wireless connections, with a technical ability and understanding of FTP, SSL etc

EXPERIENCE OF HELPDESK SUPPORT ANALYST:

Experience within a Service Desk role, a plus

Experience in a Customer Services environment, preferably within private sector environment, a plus

Experience of using best practice IT Service Management tools, a plus

SPECIAL JOB REQUIREMENTS:

Shift rota basis and on-call rota (shift rotated between 7:30am – 6pm Monday – Friday)

Public Holiday cover

After hours and weekend work as and when required