Service Desk Analyst II

L.E.K. Consulting; New York (NY); On-site; USD 40,000 - 45,000; Full time

Benefits offered by this job

Performance bonus

Profit sharing

Other benefits

Job summary

A leading consulting firm located in New York is looking for a Service Desk Analyst I to deliver excellent customer service and technical support. This entry-level position entails providing support to global staff through various channels and troubleshooting hardware and software issues. Candidates should possess strong communication skills and a keen interest in learning about IT systems. Base salary ranges from $40K to $45K, with additional performance bonuses and benefits. The position supports a hybrid work model.

Qualifications

• Experience in a customer focused role is required.
• Eager to learn about all L.E.K. software and hardware.
• Aptitude for acquiring technical skills.

Responsibilities

• Provide level 1 support to global staff through multiple communication channels.
• Troubleshoot hardware and software issues promptly and courteously.
• Manage equipment inventory and regional IT procedures.

Skills

Understanding of PCs, tablets, mobile phones, peripherals, and operating systems

Excellent verbal and written communication skills

Excellent customer service skills

Ability to prioritize and manage multiple tasks

Problem-solving skills

Education

Associate’s and/or bachelor’s degree or certificate program

Job description

Job Title

Service Desk Analyst I

Company

L.E.K. Consulting

Location

New York, NY (Hybrid work model available)

Job Overview

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.

Responsibilities

• 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

Qualifications

• 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

Salary & Benefits

• 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.

Job Details

• 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.