Help Desk Analyst

Partners Group Holding AG New York , NY 10007

Posted 3 months ago

What it's about

Based in our NY office you will be part of a 3 person team supporting the day to day queries and jobs using our central ticking system (ServiceNow)

Your responsibilities include:

  • Ticket Management (ServiceNow); Opening / Re-Assigning / Chasing / Auditing / Authorising / Resolving

  • Providing full phone, desk side, remote support during open office hours

  • User Administration (Active Directory, Exchange); New Starter / Leavers / Transfers /Password Resets / Account unlocks / Printer configurations / Mobile Phone Setup / Floor Walks / E-mail release / Active Directory administration / web-based account administration.

  • Software Deployment; Altiris (Windows Clients); Device Enrolment Program

  • Primary Investigation / Info gathering

  • Workspace / Production website environments
  • Data Backup, migration and recovery
  • Virus Scanning / Encrypted USB Drives / SFTP and Encrypted e-mail
  • Running an IT Introduction Presentation & ensuring all training material is relevant

  • Responsible for end user training

  • Consumable Maintenance

  • Order management of peripherals and Asset Management
  • Meeting space IT maintenance
  • Maintain all IT equipment in training and meeting room and be responsible for both audio and visual displays
  • User Desk Moves- Working with Logistics/Facilities and Network teams to ensure all user moves are completed without incident

  • Assistance of Incident Management & Major Incident- Effective 1st Line Triage of workspace incidents

  • Bespoke software administration

  • Liaising with 3rd party vendors

  • Travel to remote office locations, providing on-site support

  • Maintaining company asset register covered under Asset Management

What we expect

  • At least 3-4 years of experience in a Service Desk / Technical Support role

  • Managing change within a fast paced, live production environment

  • Proven problem solving and analytical skills

  • IT support qualification and/or extensive experience

  • Excellent customer service skills

  • Excellent knowledge of Windows 10

  • Experience in managing and supporting deployment tools, such as Altiris

  • Experience of using the following; Active Directory; Microsoft Exchange; ITSM Tool (ServiceNow)

  • Proficient skills in the Microsoft Office Suite

  • Fantastic team player, also able to work well as part of a distributed team of analysts

  • Executive level relationship management

  • Experience of AV support, such as video conferencing, corporate events

What we offer

Partners Group is committed to attracting, developing and retaining the very best people by offering a workplace where talent is truly recognized and rewarded. We offer a full slate of benefits including:

  • Compensation package that includes base salary with bonus eligibility

  • Company paid medical, dental, vision, long and short-term disability, and life insurance for our individual employee coverage for dependents is subsidized by Partners Group.

  • Flexible spending plans for child care, medical expenses, commuter expense

  • 401K Plan with company match

  • 25 days of vacation annually

Job Segment: Child Care, Service

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Help Desk Analyst


Posted Yesterday

VIEW JOBS 12/14/2018 12:00:00 AM 2019-03-14T00:00 <br /> <br /> <br /> Provides expert and creative solutions to customer problems to ensure customer satisfaction and productivity. Support includes, but not limited to, troubleshooting applications, as well as troubleshooting and replacing damaged equipment.<br /> <br /> <br /> <u><strong>JOB RESPONSIBILITIES</strong></u>: <ul> <li style="padding: 0; margin: 0;">Provides expert and creative solutions to customer problems to ensure customer satisfaction and productivity. Support includes, but is not limited to, troubleshooting applications, providing instruction and answering “how-to” questions, and providing deskside support as needed.</li> <li style="padding: 0; margin: 0;">Active Directory Administration - Supports and maintains user account information including rights, creation of security, and system groups.</li> <li style="padding: 0; margin: 0;">Researches, resolves, and responds to complex questions received via telephone, e-mail, and walk-ins in a professional, courteous, and urgent manner; escalates problems to second and/or third level support as needed.</li> <li style="padding: 0; margin: 0;">Actively participates in the development and maintenance of the ServiceNow Knowledgebase.</li> <li style="padding: 0; margin: 0;">Keeps abreast of application updates, and methods of support delivery, in order to provide technically accurate solutions to customers.</li> <li style="padding: 0; margin: 0;">Participates in team projects that enhance the quality and efficiency of Help Desk service.</li> <li style="padding: 0; margin: 0;">Documents all requests, calls, emails, and in-person requests to the Help Desk in the ServiceNow.</li> </ul> <br /> <br /> <u><strong>JOB SPECIFICATIONS</strong></u>:<br /> <br /> <br /> <strong>Education</strong>:  Bachelor's Degree<br /> <br /> <br /> <strong>Experience</strong>:  A minimum of two years' experience as a Help Desk Analyst in a legal environment. <br /> <br /> <br /> <strong>Skills and Abilities</strong>:   <ul> <li style="padding: 0; margin: 0;">Effective interpersonal skills.</li> <li style="padding: 0; margin: 0;">Effective, clear, and concise verbal and written communication skills.</li> <li style="padding: 0; margin: 0;">Excellent grasp of the English language.</li> <li style="padding: 0; margin: 0;">Professionalism; integrity; strong customer service orientation; strong problem analysis and resolution skills; strong planning and organizational skills; ability to juggle multiple tasks and work effectively within a high volume, deadline sensitive work environment.</li> <li style="padding: 0; margin: 0;">Even tempered, confident, resilient, and perceptive.</li> <li style="padding: 0; margin: 0;">Keen listening skills.</li> <li style="padding: 0; margin: 0;">Ability to work independently and as a part of a team. Ability to organize and manage multiple priorities.</li> <li style="padding: 0; margin: 0;">Exercises sound judgment and effective decision-making skills.</li> <li style="padding: 0; margin: 0;">Flexibility, integrity, agility. Must be resourceful, detail oriented, organized, and proactive to the needs of the job.</li> </ul> <br /> <br /> <strong>Job Specific Skills</strong>: <ul> <li style="padding: 0; margin: 0;">Proven presentation and facilitation skills.</li> <li style="padding: 0; margin: 0;">Comfortable communicating with attorneys and all levels of staff.</li> <li style="padding: 0; margin: 0;">Ability to speak effectively in interpersonal situations and before groups of attorneys and employees.</li> <li style="padding: 0; margin: 0;">Ability to convey concepts and present technical material in various easy to understand ways.</li> <li style="padding: 0; margin: 0;">Ability to adapt training style to the needs of the audience.</li> <li style="padding: 0; margin: 0;">Adaptable to learning and teaching new software programs within a short amount of time.</li> <li style="padding: 0; margin: 0;">Strong technical documentation skills.</li> </ul> <br /> <br /> <strong>Technological Skills</strong>: Proficiency with Outlook, Word, Excel, Power Point, iManage, Workshare, Blackberry Work, Citrix, DUO, and Remote Access troubleshooting. Basic knowledge of local area and wide area networks.<br /> <br /> <br /> Please note that this is a 12:00 p.m. - 8:00 p.m. shift.<br /> <br /> <br />   MAP SSG New York NY

Help Desk Analyst

Partners Group Holding AG