Senior IT Service Desk Analyst

29 Jul 2022

Software Guidance & Assistance, Inc., (SGA), is searching for a Senior Service Desk Analyst for a Contract assignment with one of our premier Financial Services clients in Salt Lake City, UT. Our team of engineers builds solutions to the most complex problems. We develop cutting-edge systems and processes that form the core of our key business and enable transactions to move in milliseconds. We provide real-time access to critical deal information and crunch billions of data points each day to inform firm-wide market insights and strategies. Team members have the opportunity to work at the forefront of technology innovation alongside industry leaders and make significant contributions to the field. Responsibilities :

  • Must be client-focused with ability to provide white-glove treatment to our clients.
  • Must have the understanding and sense of urgency to address and resolve issues as quickly and accurately as possible.
  • Address client requests and issues via phone or email.
  • Provide world class quality of service to our clients throughout the resolution process.
  • Engage engineering teams and product owners to assist with troubleshooting as needed.
  • Perform 'cradle to grave' ownership of all issues by providing timely updates to clients and by constantly following up with escalation teams until the issue is resolved.
  • Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.
  • Maintain effective documentation by regularly reviewing and updating knowledgebase content.
  • Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
  • Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, etc.), Zoom, SharePoint, Mac, Unix, Voice, Mobile and others.
Required Skills:
  • Minimum two years of experience working in the technical support field in an enterprise environment, preferably with phone support experience.
  • Solid technical knowledge, troubleshooting skills and support experience with the following:
    • Zoom
    • Microsoft Windows platform (Windows 7, 10)
    • Networking, LAN, WAN, corporate enterprise domain infrastructure environment
    • Windows desktop and server operating system
    • Microsoft Active Directory
    • Microsoft Outlook
    • Good understanding of the Microsoft Office products such as Word, Excel, and Power Point.
    • Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.
    • Ability to perform Mobile OS (iOS/Android) application troubleshooting.
  • Team player mentality, collaborative, self-learner and self-motivated.
  • Good understanding of English and good communication skills is a must.
  • Strong customer service skills and focus on ownership throughout the resolution process.
  • Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business impacting events.
  • For our Asia language support team, hours of operation would match with region of support based on language spoken.
Preferred Skills:
  • The use of software-based web conferencing programs such as Lync, Skype, WebEx, Zoom.
  • Experience operating and troubleshooting on a variety of multimedia /audiovisual hardware and software for at least 2 years.
SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at . EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.

  • ID: #44466375
  • State: Utah Salt lake city 84101 Salt lake city USA
  • City: Salt lake city
  • Salary: USD TBD TBD
  • Job type: Contract
  • Showed: 2022-07-29
  • Deadline: 2022-09-26
  • Category: Et cetera