Desktop Support/Help Desk Analyst (Level I & II)

Serve as a Desktop Support /Help Desk Analyst working on the Service Desk as a Desk Side Support Associate within End User Computing as part of a team which delivers desktop software/hardware installation and on-site support for desktop end users for its employees located at their CT locations. This client is located in the Stamford, CT are and is an innovative firm, who is rapidly growing and has a demanding user community that will require the highest quality of customer service. Desktop Support responsibilities include hardware breakfix, troubleshooting and remote access. The position requires a logical and structured approach to problem determination, ticket handling, troubleshooting, and decision making with an emphasis on superior customer service.

Responsibilities
- Provide high quality IT Desktop and Phone support services to over 2,000 end users supporting Windows XP/7 and MS Office 2007/2010.
- Liaise with customer contacts to define service support/restoration expectations and metrics to evolve support standards.
- Will be responsible for providing Incident Response/Management and Project Resolution/Management responsibilities by assessing, communicating, and ensure prioritized mitigation of strategic risks to the service.
- Envision/ensure delivery of new technologies, processes, policies, and procedures for service
- Analyze/synthesize and communicate overall status of service
- Ensuring high customer satisfaction levels are maintained

Requirements
- Requires 1-3 years of Desktop Support and Help Desk Support experience, performing Technical Support (Level I & II) via phone and desk side service. Strong customer service, problem solving, troubleshooting and break/fix experience is required for this role.
- Requires experience working with Trouble-Ticketing systems. Any LANDesk experience would be considered a plus.
- Must have share and believe in the firm's Core Values (truth, self-reflection, transparency)
- Prefers systematic to ad hoc
- Can take on new levels of responsibilities and advance within the firm aggressively.
- Relationship-focused with a Customer Service mindset.
- Possess the ability to multitask and handle large volumes of technical support calls or service requests, while documenting everything in the firm's Trouble-Ticketing system.
- Think quickly on his/her feet with common sense
- Adapt to rapid changes in priorities and logistical requirements
- Interface with various internal departments (including IT, Operations, Physical Security, Data Security, etc.)
- Results oriented
- Follow/learn/adapt/improve processes, policies, procedures, and technologies
- Deliver excellent technical support with outstanding customer service and satisfaction
- Timeliness
- Excellent verbal and written communication skills
- Subject-matter expertise in desktop and application support

Preferred Qualifications
- 1-2 years of solid IT Service Desk experience
- A+ certification preferred