IT Service Desk Analyst
Company description
We believe in the power of ingenuity to build a positive human future in a technology-driven world.
As strategies, technologies and innovation collide, we create opportunity from complexity.
Our diverse teams of experts combine innovative thinking and breakthrough use of technologies to progress further, faster. Our clients adapt and transform, and together we achieve enduring results.
An innovation and transformation consultancy, we are 3,300 specialists in consumer and manufacturing, defence and security, energy and utilities, financial services, government and public services, health and life sciences, and transport. Our people are strategists, innovators, designers, consultants, digital experts, scientists, engineers and technologists. We operate globally from offices across the UK, US, Netherlands and Nordics.
Job description
To join the US Service Delivery team as part of our Global Helpdesk, in partnership with the UK support teams as the first point of contact for our people with IT problems. Will include working on support tickets against an agreed service level and completing Laptop/Mac and mobile builds to PA specifications.
Understand the need to comply with firm wide processes, escalate issues as appropriate and work with the US Service Delivery Manager to optimize the support the IT team provides.
Help manage stock levels, work with local suppliers and provide input to service analysis and reviews when asked. Demonstrate strong technical knowledge and be flexible to travel if required.
Qualifications
9-6 Monday to Friday in the office
Job Description
- Maintain high levels of support to US people against agreed SLAs
- Ensure compliance with firm wide processes, and implement global IT policies
- Meet the service level agreement for tickets in the US, especially for those based in Boston.
- Respond quickly to service requests, discuss priorities, and work to agreed plan
- Escalate to US Service Delivery Manager relevant service issues, and provide feedback to IT colleagues
- Stock management and purchasing, contribute to regular reporting and projections for the US Service Delivery Manager
- Support Line Manager and IT colleagues to deliver great service
- Support queue management and link to our Global Helpdesk
- Travel if/when needed, specifically around Boston. Possibly around US if projects require
Accountabilities:
40% - Problem tickets, dealing with support requests logged and taking calls from our people
35% - Laptop/Mac/Phone builds. New Hires/Leavers/Upgrades
10% - Maintain stock and consumable levels, link up with US IT colleagues to coordinate kit
15% - Cover IT colleagues and be available to provide support towards the end of the working day to other PA offices remotely and support meetings and events in your region
Qualifications for this role:
- Academic excellence (degree ideal, but not essential)
- Must have strong IT knowledge - Windows and OSx
- Microsoft Office / Teams
- Mac support experience
- Customer service experience
Additional information
Benefits
Group medical insurance
Health Savings Account with company match
Teladoc and informed Nurse line resources
Long term care plan
Group dental insurance
Vision plan
401(k) Savings Plan with company profit sharing contribution
Commuter and Parking tax-savings benefit
15 days paid vacation days with the opportunity to buy five additional days
10 paid Holidays plus 10 paid sick days
Company and Voluntary income protection benefits
Gym and health incentive reimbursement
Pet and legal insurance Plans
Employee Assistance Plan
Annual performance-based bonus
About us
We believe in the power of ingenuity to build a positive human future in a technology-driven world.
As strategies, technologies and innovation collide, we create opportunity from complexity.
Our diverse teams of experts combine innovative thinking and breakthrough use of technologies to progress further, faster. Our clients adapt and transform, and together we achieve enduring results.
An innovation and transformation consultancy, we are over 3,200 specialists in consumer, defence and security, energy and utilities, financial services, government, health and life sciences, manufacturing, and transport. Our people are strategists, innovators, designers, consultants, digital experts, scientists, engineers and technologists. We operate globally from offices across the UK, US, Europe, and the Nordics.
PA. Bringing Ingenuity to Life.