​Based in New York City paying $75,000 + Excellent 401K + benefits

This is an excellent opportunity to join one of the world's leading investors in private equity's secondary market as part of a niche technical support team working in their state of the art newly built offices in New York.

As part of an IT team of around 35 professionals, you will be helping to implement, manage and support technology solutions to fulfil existing and emergent business requirements throughout the organisation.

The Service Desk Analyst will be a proactive and self-motivated individual that will provide 1st/2nd line technical support and user administration to staff based in the New York, London, and Hong Kong offices. Responding to a variety of user issues or requests relating to IT equipment, applications or services as well as contributing to a variety of project-related tasks.

Key Tasks and responsibilities

• Ticket Management – identify, prioritise and log incidents or requests; working within agreed SLAs and keeping customers regularly updated.

• Incident/Problem Management – investigating incidents or problems and finding possible workarounds whilst issues remain open; escalating unresolved incidents or problems to technical teams.

• Application Support – identify and resolve issues with Microsoft Office and related applications on Windows and iOS platforms.

• Communications Support – identify and resolve issues with email, chat, video conference and telephony systems.

• User Administration – create Active Directory accounts, groups and other objects; set up email accounts and distribution lists; administer access to other communication systems (e.g., chat, video conferencing); fulfil joiner/mover/leaver requests.

• Device Set-Up/Management – install or remove hardware and/or software using system management tools (SCCM); apply updates and patches; record and report details of items installed/removed and ensure configuration management records are updated; train customers in the use of hardware and software.

• Support/Team Documentation – contribute to the creation and maintenance of support guides and procedure documents.

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Additional tasks

• Service Improvement – assist with root cause analysis of incidents or problems; help with the implementation of agreed remedies and preventative measures.

• Continuous Improvement – contribute to the ongoing monitoring and evolution of tools, standards, best practices and process improvements within the service desk domain.

Essential skills

• Demonstrable experience in a Service Desk Analyst role with a track record of delivering responsive, high quality and customer-focused IT services.

• A broad and deep technical background being highly proficient in supporting or using many, if not all, of the following:

Hardware/Services
Desktops/Laptops, iPads/iPhones, Telephony, Printers,  Copiers, Video Conferencing, Basic Networking – VPN & Wi-Fi          

Software                               
Windows 10, iOS, Office 365 – Web, Desktop & Mobile, Teams, SharePoint/OneDrive, Mimecast

Infrastructure Applications 
Intune, Microsoft Authenticator (MFA), Active Directory, SCCM, Cherwell/ServiceNow, LogMeIn Rescue, TeamViewer

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Desirable 

• Experience in supporting users in different locations and time zones.

• SDI Service Desk Analyst certification or equivalent

• ITIL Foundation certification

• Prior experience in Financial Services, Private Equity and/or Asset Management.

This is a challenging career step for a talented Service Desk Analyst with excellent technical skills, impeccable interpersonal and customer support experience and a desire to deliver the highest levels of technical support. You will be working within a continually expanding organisation that will embrace your skills, invest in your personal development and develop your potential to further enhance your career path.

To find out more about this role please contact Keith Wilkins or send us your CV for review. Please note that every application received is personally reviewed by our team - Avocet Strategic Resourcing does not use automated screening tools.

Applicants MUST be eligible to live and work in the USA.

Avocet Strategic Resourcing is acting as an employment agency in regard to this role and does not discriminate on grounds of race, sex, marital status, religion or belief, sexual orientation, age or disability.