IT Help Desk

New York, New York
Berdon LLP

A Professional Service client of Berdon LLP is looking for a Service Desk Analyst.

To succeed in this position, you must blend technical know-how with a strong customer-oriented mindset and be a highly motivated self-starter when it comes to professional development. This includes being able to manage time efficiently and being able to independently determine the level of assistance required. Strong communication skills should enable you to troubleshoot issues over the phone, in person, and via email/IM with exacting demands of accounting and legal staff. This bustling environment requires the ability to anticipate needs, communicate well and act accordingly in a team first environment.

Job duties:

• Answer, evaluate, and prioritize incoming telephone, voicemail, email, and in-person requests for assistance from users experiencing problems with hardware, software, network, and other technologies with Zoho’s cloud-based ManageEngine platform.
• Review daily incidents to ensure that clients are receiving superior service.
• Interview users to collect information about problems and lead the users through diagnostic procedures to determine the source of the problem.
• Handle problem recognition, research, isolation, resolution, and follow-up with user(s); refer more complex problems to other technical staff.
• Analyze and evaluate incidents on the go; make recommendations to reduce incident rate and improve firm-wide service.
• Contact software and hardware vendors to request servicing and maintenance of defective products.
• Test software and hardware to evaluate products and their viability within the firm.
• Assist with the writing and revision of IT training and procedures.
• Other duties may be assigned as needed.
• Additional hours (nights/weekends) required.

 Minimum Education & Other Requirements

• 5 years of experience in information technology with a minimum of 3 years of experience in IT service delivery role with increasing responsibility.
• ITIL Foundation Certification is plus
• Strong knowledge and experience MS O365
• Knowledge and experience with iManage 9.x and above
• Strong verbal and written communication skills with the ability to influence differing and diverse audiences
• CompTIA A+ preferred