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Desktop Support Analyst


Ridge, New York


Job Type: FT


Rate: DOE


Desktop Support Analyst Job Opening in Ridge, New York - Desktop Support Analyst principal duties 1. service delivery delivery of a courteous, effective and timely it support service to the firm?s staff and clients at any of our client?s office as directed by the it operations manager and taking responsibility for the region?s requests. ? assisting the it operations manager in meeting service standards for service provision to the firm?s staff and clients set by the it manager. ? assisting the it operations manager to resolve complaints and problems in a prompt and satisfactory manner. ? contributed to problem management by identifying trends, delivering work-arounds and working with the it teams to resolve underlying issues ? advising the it operations manager of any technical or resource issues that may impact on the service provided to the firm and its clients. ? to respond promptly to jobs and queries allocated to the 2nd line team via the helpdesk in sequence and defined by the priority assigned and ensure they are correctly classified, prioritised and allocated correctly. ? updating all incidents on helpdesk system with full details in a timely manner with punctuation, grammar and spelling checks completed ? to alert the it operations manager to any unresolved or problematic queries which require more help or which have not been resolved within the time scales defined by the service level agreements or by the it operations manager. ? to maintain communication with customers in regard to progress or status of jobs at all times. ? to maintain all spare stock levels 2. operations assisting the it operations manager to devise and implement operational processes and procedures, in order to provide reliable and available it systems to the firm; implementing those operational processes and procedures. ? taking responsibility for the resolution of calls assigned to the 2nd line team, prioritising and setting expectation accordingly and liaising with external suppliers as necessary. ? configure and troubleshoot pcs, workstations, peripherals, and software as required. ? providing such support and assistance as may be reasonably required by the other it operational teams in performance of their responsibilities. ? contribute to upskilling by contributing useful documentation to the knowledge bank; provide technical skills transfer to other 2nd line team staff ? ensuring all 2nd line team operational procedures are properly planned and documented; ensuring that operations are performed in accordance with documented procedures. ? provide litigation support - data/file transfer requests ? identifying the most efficient way to implement at minimal cost ? responsible for providing assistance or technical support to user av requests ? assisting the it operations manager to ensure the it department operates the firm?s systems in accordance with iso27001 requirements. ? assisting it operations manager with regular systems performance and license reviews, undertaking capacity planning and implementing such upgrades and changes as may be agreed in order to maintain agreed system performance levels. 3. projects working under the direction of the firm?s project managers as part of project teams and as directed by the it operations manager. ? assisting the it operations manager to plan and deliver infrastructure requirements to enable the implementation of new systems and upgrades and major changes to existing systems. ? assisting in the installation, testing and roll-out of new systems and upgrades and major changes to existing systems. please send resumes to

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