Service Desk Analyst II

Job Title

Service Desk Analyst I

L.E.K. Consulting

New York, NY (Hybrid work model available)

The L.E.K. IT Department is seeking a Service Desk Analyst I to join the team. This position will report directly to the Regional Service Desk Manager. The Service Desk Analyst I provides excellent face-to-face customer service, follows instructions to deliver zero defect deployments, takes direction well, executes assigned project tasks on time, and is self-motivated.

• Providing level 1 support to the L.E.K. global staff via multiple communication channels including but not limited to phone, video, chat, in person, and email
• Troubleshooting hardware and software issues courteously and expeditiously
• Keeping inventory accurate and assessing the requirement for IT equipment
• Answering and appropriately handling customer support requests via phone, e-mail, voice mail, and instant messaging.
• Managing regional staff motion procedures such as account creation, laptop imaging and configuration, desk setup, mobile configuration, equipment distribution and collection etc.
• Liaising with regional admin or smart hands to set up/reimage laptops in remote offices when required
• Managing IT equipment upgrades for the region
• Work with supplier warranty to repair broken laptop and mobile
• Other IT related functions and projects as requested that are not limited to daily support

• Technical
  
  Skills:
  
  
  • Understanding of PCs, tablets, mobile phones, peripherals, and various operating systems including but not limited to Windows, Apple iOS, and Android
  • An aptitude for acquiring technical skills and an eagerness to learn about all L.E.K. software and hardware
• Work Style:
  • Excellent verbal and written communication skills
  • Excellent customer service, including empathic listening skills
  • Solid self-starter with the ability to work in a team environment
  • Excellent follow-up skills to see tasks through to resolution and communicate problem status to end users such as notification of completion, notification of delay, and rationale
  • Excellent organizational skills, prioritizing and managing multiple tasks
  • Solid ability to offer and accept feedback and constructive suggestions
  • Strong people skills and a knack for problem solving
• Professional Experience &
  
  Education:
  
  
  • Experience in a customer focused role
  • Associate’s and/or bachelor’s degree or certificate program

• Base salary in New York: $40,000 - $45,000 (USD); placement within this range will vary based on experience and skill level.
• L.E.K. also offers a performance bonus, profit sharing, and other benefits.
• Applicants for this position must be legally authorized to work in the United States on a permanent basis without the need for employer sponsorship.

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Business Consulting and Services

L.E.K. Consulting is an Equal Opportunity Employer.