Service Desk Analyst - Contract Position

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Information Technology
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180EF Requisition #
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ABOUT THE OPPORTUNITY:

The Service Desk Analyst will be joining a Technical Support team that looks after FTI Consulting customer base. The role is best suited to a personable individual with clear communication skills and a passion for helping customers. The ability to prioritize requests based on urgency and user impact is essential. The role would be ideal for someone who has held a similar position in a professional services company.

 

KEY RESPONSIBILITIES:

 

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries

• Receiving, logging and resolving calls from customers via multiple support channels

• Administration of hardware inventories and software licences

• Supporting colleagues in project administration tasks

• Create new knowledge base articles to improved speed of resolution

• Maintaining an Asset Database and track changes

• Tier 1 - troubleshooting of IT related problems. Escalate unresolved calls to the Global Technical Escalation Team

• Log all calls in the Service Desk call logging system (ServiceNow)

• Take ownership of user issues and requests and follow up the status on behalf of the customer and communicate progress in a timely manner

• To maintain a high degree of customer service for all support queries and adhere to all service management principles

• Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, and PowerPoint)

• Publishing support documentation to assist staff with requests for information & provide staff training if required

• Active Directory knowledge: Creating user accounts, reset passwords, create groups etc.

• Routine systems administration tasks –BES, Exchange, Airwatch, and DUO

• Blackberry and iPhone account management and provisioning

 

MAIN OBJECTIVES

 

Technical

Ensure tickets are logged and resolved in a timely manner with attention being paid to the accuracy of the detail being recorded in the ticket. Any jobs needing escalation to 2nd or 3rd line teams are required to contain all information that could help to diagnose the problem and discover the solution.

 

Understand the technical aspects of the job and demonstrate basic operational ability to troubleshoot and problem solve with equipment and software issues, including laptops, PCs, printers, BlackBerry’s and iPhones.

 

Customer Service

Strive to exceed the expectations and needs of customers. Maintain a positive relationship with all customers through effective communication.

 

Systems knowledge

Follow procedures and complete system entry and paperwork accurately. Use and understand company computer systems and software programs.

 

KEY COMPETENCIES

 

• Excellent communicator both verbal and written

• Able to work as part of a team as well as on their own

• Generate regular operational reports, data collation and regular documentation duties

• Equipment configuration

• Fault diagnosis and rectification

• Develop, adapt and deliver best working practices

• Logging, prioritisation and escalation of IT support issues and requests

• Resolution of Tier 1 support issues and requests

• Routine systems administration tasks – Active Directory, BES, Exchange

• Administration of hardware inventories and software licences

• Supporting colleagues in project administration tasks

 

GENERAL

 

• High customer service skills

• Strong IT skills

• Ability work on own initiative and be fully autonomous

• Experience of working in a corporate IT environment

• Able to troubleshoot network issues – connectivity, performance

• Strong knowledge of Microsoft Office 2010, 2016 and O365.

• Strong knowledge of Windows 7

• Understanding of desktop and laptop hardware

• Strong oral and written communication skills

• Ability to learn and embrace new procedures and technologies

 

TECHNICAL

• Broad technical experience that includes (but not limited to)

• PC Architecture, Citrix, Microsoft 7, MS Office 2010 and 2016

• Exposure to tablet and Smartphone devices.

• Experience supporting and maintaining VOIP telephony systems (Cisco);

• A good understanding of basic data and voice communications networks and systems

• Experience of Active Directory and Exchange user administration

• Experience of using call management systems

• Experience of mobile technologies – Active Sync, Blackberry Enterprise, Air Watch, iOS, Android

• Experience of ServiceNow as an IT Service Management tool

 

QUALIFICATION

 

• An ITIL qualification is essential, MCP certification is desirable

 

 THE PERSON

 

Personality: Self-driven, results-oriented with a positive outlook and a clear focus on high quality. A natural forward planner who critically assesses own performance. Mature, credible, and comfortable in dealing with internal customers, external service providers and stakeholders. Reliable, tolerant, and determined. Able to get on with others and be a team-player.

 

Literacy and Numeracy: Able to understand and explain metrics and quickly be able to generate metrics from existing measures. Must have a keen sense of audience.

 

Business Skills: Must be an excellent face-to-face and telephone communicator. Able to plan their time efficiently. The ability to work quickly and collaborate effectively with a global dispersed group of colleagues is essential.

 

FTI Consulting can offer a competitive and attractive rewards package, excellent training and development opportunities, a supportive and friendly environment and the opportunity to achieve your potential.

 

FTI Consulting is an Equal Opportunity Employer

 

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