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

www.partnersgroup.com

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Help Desk Analyst

Partners Group Holding AG