Role Title:         Service Desk Analyst                                 Reports To:             Manager/ Supervisor 

Level (Jr./Sr.):  Mid-Level                                                     

Division:           Service                                                             

Sub-Division:  Service Desk                                                 

Position Summary

The Service Desk Analyst is responsible for delivering first class service, advice and technical support to Eze Castle clients, through the highest standards of customer service, efficiency, knowledge and integrity. This includes working daily advanced support incidents and requests focusing on desktop and light server troubleshooting, hardware/software installation from our Remote Service Desk.  The candidate will interface with high profile financial industry clients daily thus requiring the highest level of presentation, communication and professionalism.

Position Requirements

• The ideal candidate is responsible for providing our clients with ‘best in class’ service for any and all desktop-related issues they may have. The Service Desk Analyst will be supporting clients remotely over the phone and utilizing remote connection tools from one of the ECI offices 
• Maintain a high level of customer satisfaction from work performed
• Maintain a high level of communication both written and verbal, which includes service ticket ownership to ensure issues are resolved in their entirety, and the end user is satisfied
• Experienced in resolving end user incidents and requests
• Communicate and collaborate with Service Desk escalation technicians and engineers to solve 
• Document time and notes in each service ticket as the work is happening. 
• Work with and follow up with vendors and partners concerning their product and service issues
• Using a strong attention to detail, identify opportunities for improvement the client experience to reduce support calls
• Build rapport and elicit issue details from end users
• Troubleshoot and resolves issues following ECI standards and industry best practices
• Identify issues that should be recorded in a global and client specific knowledgebase
• Perform other duties as assigned
• Maintain an ambitious attitude towards learning and training for products both ECI specific and industry wide.

Technical Requirements

• Exceptional Windows 8,10 Operating System troubleshooting and configuration
• Exceptional MS Office Suite including Office 365 installation and administration, configuration, and troubleshooting required 
• Active Directory Administration
• Experience working a service desk ticketing system (ConnectWise, Jira etc)
• Exceptional NTFS Administration required
• Citrix & VPN administration & troubleshooting required
• Experience troubleshooting Microsoft Distributed Name Space (DFS)
• Experience troubleshooting Group Policies, DNS
• Experience troubleshooting file and print services
• Desktop software installation, configuration, and troubleshooting
• Strong MDM Support and administration required 
• Experience with Avaya voice administration
• Experience with Enterprise Antivirus and Spyware software
• macOS experience a plus

Position Requirements

• College diploma or University degree in the field of Computer Science or equivalent
• 2-3 years working in a support, service, or Tier 2 service desk role
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment.
• Knowledge of financial business level technologies
• Exceptional written and oral communication skills
• Strong documentation skills
• Demonstrated empathy skills
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed
• Sharp attention to detail
• Proven analytical and problem-solving abilities
• Capable of Multitasking in a high pace environment, effectively and efficiently.
• Ability to effectively prioritize and execute tasks in a high-pressure environment

Working Conditions 

• Ability to work under a moderate noise level (i.e., working on an open floor with printers, telephones, and computers; or working in a datacenter)
• Ability to be flexible and successfully respond to multiple work pressures
• Willing to work extra hours as needed; including late nights and weekends
• Sitting or standing for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components