CMP. jobs: Helpdesk Lead

The Sr.

Service Desk Analyst is a person who is passionate about providing the best user experience while delivering outstanding technical support to our internal customer base and executive teams.

S/He is responsible for enterprise level support across all areas of technology needed to successfully run the business (e.G.

workstations, laptops, mobile devices, video conference equipment, printer technology, application software, etc.).

S/He will be responsible for initial assessments of all technology issues and assists in determining an action plan that leads into remediation.The position will require the candidate to have excellent communication with both internal resources and any third party providers/vendors.

Experience with executive level client service will be highly valued.

They should be well organized and able to successfully plan and arrange resources in order to complete goals/responsibilities.

Understanding key business processes, along with their corresponding technology will be a key driver to success at this position.

Meeting critical business SLAs will be important to ensure appropriate expectations across the organization.

This position will be involved in after-hours support rotations and occasional after-hour work assignments.Duties and Responsibilities Responsible for the execution and operation of the JLT (Joiner, Leavers and Transfers) process required for the onboarding/off-boarding of employees and contractors in accordance with Identity and Access Management guidelines.

Provide daily support for end-user computing, mobile technologies, video conferencing, and entitlement requests across technology platforms (i.E.

network connectivity, video conferencing/collaboration, telephony issues, peripheral device malfunction, mobile device issues, etc.).

Review, prioritize, communicate, and escalate technology incidents to appropriate teams or vendors for remediation.

Ensure delivery of projects aligning with business initiatives.

Maintain appropriate development plans (i.E.

training) including industry trends for the team.

Actively participate in projects and investigate areas for process improvements and efficiencies.

Proactively create effective Knowledge Base articles to enable self-service support and enhance greater customer experience.

Participate in an on-call rotation that includes after hours and weekend support.Position Qualifications (Knowledge, Skills, Abilities)Required 5+ years experience in providing 1st and 2nd tier IT support within the financial services industry Proven ability to effectively work with team members, business users and senior management.

Must have very strong verbal and written communication, empathy, and organization skills Experience with fundamental technology protocols and support experience (network configurations, VPN, printing, etc.) Experience in end user support across Desktops/Laptops (Windows), Active Directory, Group Policy, Exchange MS Office / SharePoint (On-Prem/ Cloud), Mobile Platforms (Android / IOS) Experience with ServiceNow and Atlassian (Confluence/Jira) BA/BS Degree in relevant technology fieldPreferred Strong background in providing 1st and 2nd line IT support Prior experience with Microsoft O365 and MDM tools PowerShell scripting skill Experience in an Asset Management or Trading firm