Partner Hekpdesk Analyst

Job Description

Partner Helpdesk Analyst

Your Impact

• The Client's Senior Service Desk team provides the highest level of technical support to the top executives of the firm globally operating 24/7 and 365 days a year.
• The team works in a high-paced environment and collaborates with various teams globally to provide in and out-of-office technical support for our partners and their clients. The client team has the ability to stay calm in highly stressful situations and is instrumental in making sure that our client's concerns are addressed with the highest level of professionalism and accuracy.
• Working for this team is a great opportunity to experience the high-paced and dynamic environment of Client. The ability to multitask, think on your feet, and maintain a highly professional presence while working in this team will be crucial to your success.
• You will also have the chance to work alongside highly motivated and experienced engineers, and work with and support cutting-edge technology and applications.

Our Impact

The Technology Division

• Our client team of engineers builds solutions to the most complex problems. They develop cutting-edge systems and processes that form the core of our key business and enable transactions to move in milliseconds. They provide real-time access to critical deal information and crunch billions of data points each day to inform firm-wide market insights and strategies. Team members have the opportunity to work at the forefront of technology innovation alongside industry leaders and make significant contributions to the field.

Job Responsibilities

• Partner Hekpdesk Analyst must be client-focused with the ability to provide white-glove treatment to our clients.
• Must have the understanding and sense of urgency to address and resolve issues as quickly and accurately as possible.
• Address client requests and issues via phone or email.
• Provide world-class quality of service to our clients throughout the resolution process.
• Engage engineering teams and product owners to assist with troubleshooting as needed.
• Perform 'cradle to grave' ownership of all issues by providing timely updates to clients and by constantly following up with escalation teams until the issue is resolved.
• Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.
• Partner Helpdesk Analyst will maintain effective documentation by regularly reviewing and updating knowledgebase content.
• Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
• Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, etc.), Zoom, SharePoint, Mac, Unix, Voice, Mobile and others.

Skills:
Basic Qualifications

• Minimum 2 years of experience working in the technical support field in an enterprise environment, preferably with phone support experience.
• Solid technical knowledge, troubleshooting skills, and support experience with the following:
• Zoom
• Microsoft Windows platform (Windows 7, 10)
• Networking, LAN, WAN, corporate enterprise domain infrastructure environment
• Windows desktop and server operating system
• Microsoft Active Directory
• Microsoft Outlook
• Good understanding of the Microsoft Office products such as Word, Excel, and PowerPoint.
• Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.
• Ability to perform Mobile OS (iOS/Android) application troubleshooting.
• Team player mentality, collaborative, self-learner, and self-motivated.
• A good understanding of English and good communication skills is a must.
• Strong customer service skills and focus on ownership throughout the resolution process.
• Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business-impacting events.
• For our Asia language support team, hours of operation would match with the region of support based on the language spoken.

Preferred Qualifications

• The use of software-based web conferencing programs such as Lync, Skype, Web Ex, and Zoom.
• Experience operating and troubleshooting on a variety of multimedia /audiovisual…