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Service Desk Analyst - Philadelphia job

Fidato PartnersPhiladelphia, PA
Fidato Partners jobs

Company

Salary

Skills

Company Description

Fidato Partners is a Management Consulting Organization, has founded in 2010. It functions in the area of Risk Management, Accounting & Finance, Information Technology, Recruiting & Search, Consulting, Retained Search, and Contingent Search. It delivers established and reliable business consulting and recruiting services in risk management, accounting, and information technology, empowering companies to attain greater growth and performance by filling perilous resource and knowledge gaps. Fidato Partners' development and achievement depend on intelligent, dedicated, and skilled people. It is looking for individuals who enjoy functioning in a diverse atmosphere and whose personality and skill will strengthen the team. It offers complete benefit packages and rewards programs along with a competitive pay structure. It believes that career development is important. It cares about both personal and professional objectives. Interested people can send resumes and references via email.

Job Description

JOB PURPOSE:
The Global Service Desk team comprises support staff based across our offices at London, Philadelphia, and Winter Park FL and supports users in these offices plus Norwich, Bermuda, Manchester, Birmingham, Leeds and Bournemouth. The Global Service desk team provides technical support and service delivery for all technology systems including desktop, server, network infrastructure components and all Media applications. This position will be primarily to support the flow of Service desk calls and to provide 1st / 2nd level support to our user community.

KEY RESPONSIBILITIES:
Providing IT support to the company at Service desk and 1st /2nd level support:

Log all support calls made to IT whether by phone, email or in person;

  • Providing a high level of customer service by owning some support calls from start to finish while responding to requests in a timely manner that meets the user s expectations even when the call is escalated;
  • Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
  • Work with support colleagues and the Head of IT Infrastructure to provide user support of the steady state infrastructure;
  • Build, image and otherwise configure desktop computers, thin clients and laptops;
  • Create new user accounts and email; disable departing employee s accounts; administer line of business applications
  • Support office tasks including but not limited to telephone troubleshooting/installation, desk moves, equipment loan;
  • Assist with office relocations. With reasonable notice, this time may be swapped for Saturday working (to allow such things as desk moves);
  • Support colleagues by being flexible and working alternate hours as the need arise. Some weekend time may be required
  • Maintain compliance with any applicable US or International statutory or regulatory obligation as required by the role.

    SKILLS / KNOWLEDGE / ABILITY:

Responsive and helpdesk skills:

  • Windows desktop OS software, particularly Win7 and Windows 10
  • A knowledge of Office suite applications (0365 desirable);
  • Experience with Virtual Desktop environments;
  • Basic understanding of office technology (Lan switches, Wi-Fi, IP Phone, etc)
  • ITIL Foundation certificate V3
  • Written and verbal communication skills sufficient to clearly deliver solutions to users who might not be confident with computers;
  • Understanding of a Servicedesk environment;
  • Insurance / Financial services industry experience a plus
  • A roll the sleeves up attitude to varied tasks, strong sense of ownership, technical curiosity, and willingness to learn new skills and technologies
  • Working a shift pattern of a combination of 08:00-16:00, 09:00-17:00 and 09:30-17:30
  • Minimum of 4 years experience of working in a Service Desk support function, ideally in an organization with 250+ users
- provided by Dice
Estimated annual salary
$48,657
average
Minimum
$40,935
Maximum
$68,331

TASKS

  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Oversee the daily performance of computer systems.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

SKILLS

  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • WritingCommunicating effectively in writing as appropriate for the needs of the audience.
  • SpeakingTalking to others to convey information effectively.

KNOWLEDGE

  • Customer and Personal ServiceKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Computers and ElectronicsKnowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • Engineering and TechnologyKnowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
  • English LanguageKnowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Fidato Partners

Type

Company - Private

Size

Small

Location

Philadelphia, PA, and others

Industry

Engineering/Architecture
Customer Service
Computer/Internet

Founded

2010

Job Filters

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Senior Auditor and Audit ManagerFidato Partners, LLCDover, DE
Senior Auditor/Audit Manager Our client is looking to hire a Senior Auditor and Manager to join one of the top growing companies in the Philadelphia market. If hired, you would have an opportunity for leadership development, growth potential, and work with...Read more
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Our client is looking for an accomplished Director-level leader to join its finance organization. As a senior leader on the finance team, reporting to the VP, Finance, you will partner with the Chief Marketing Officer and their leadership teams by...Read more
ControllerFidato Partners, LLCBoston, MA
Reporting to the Chief Financial Officer (“CFO”), the Controller (“the Position”) will be responsible for the overall controllership function, including financial statement preparation and the development and implementation of the company’s accounting...Read more
Lead Technical RecruiterFidato Partners, LLCBerwyn, PA
What makes a good recruiter? Good recruiters don’t just perform their daily tasks well. They make sure their company continuously attracts and keeps good people. Recruiters don’t necessarily have to come from HR backgrounds. Experience in sales, design...Read more
Senior AccountantFidato Partners, LLCDover, DE
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IT DirectorFidato PartnersWoolwich Township, NJ
The IT Director is responsible for infrastructure oversight of all technical operations at the client and will lead all strategic initiatives for the IT department. This is a hands-on role and theRead more
IT DirectorFidato PartnersGrand Sprute, NJ
The IT Director is responsible for infrastructure oversight of all technical operations at the client and will lead all strategic initiatives for the IT department. This is a hands-on role and theRead more
SAP SD Specialist (full time/salaried)Fidato PartnersChester County, PA
Principal Objective: The principal objective of the SAP SD Specialist is to support specific SAP operations, integrations, and implementation projects. Major Duties and Responsibilities: SAP SDRead more
SAP SD Specialist (full time/salaried)Fidato PartnersElverson, PA
Principal Objective: The principal objective of the SAP SD Specialist is to support specific SAP operations, integrations, and implementation projects. Major Duties and Responsibilities: SAP SDRead more
IT DirectorFidato PartnersSwedesboro, NJ
The IT Director is responsible for infrastructure oversight of all technical operations at the client and will lead all strategic initiatives for the IT department. This is a hands-on role and theRead more
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