Associate, Service Desk
2 weeks ago
Over the last 20 years, Ares’ success has been driven by our people and our culture. Today, our team is guided by our core values - Collaborative, Responsible, Entrepreneurial, Self-Aware, Trustworthy - and our purpose to be a catalyst for shared prosperity and a better future. Through our recruitment, career development and employee-focused programming, we are committed to fostering a welcoming and inclusive work environment where high-performance talent of diverse backgrounds, experiences, and perspectives can build careers within this exciting and growing industry._
Job Description
PRIMARY FUNCTIONS AND ESSENTIAL RESPONSIBILITIES
- Maintains a high degree of customer service and confidentiality (as needed) for all support queries while adhering to all service management principles
- Exercises problem-solving skills daily to resolve customer issues as they arrive
- Monitors progress of tasks and/or incident resolutions while determining escalation points and criticality of requests
- Manage incident resolution activities by identifying, troubleshooting, and resolving software failures that prevent a user from employing an existing IT service
- Ensure all required documentation is current, all support activities are properly logged and tracked in ServiceNow and other operational and relevant support systems
- Ensure the highest level of service delivery for all clients within the firm
- Identify issues and make recommendations that will improve processes and procedures
- Assist in strategic initiatives through brainstorming and implementation, etc
- Augment team capabilities by introducing / deepening additional technical skillsets
- Identifying, proposing & deploying solutions for recurring issues at the workstation level
QUALIFICATIONS
Education:
- Bachelor’s degree (or advanced) in business administration, Computer Science or related technical field Experience
Required:
- 5+ years
General Requirements:
- Experience with using ticketing systems (ServiceNow preferred)
- Operating within an ITIL framework
- Support within a high-volume, regulated enterprise environment (preferably finance)
- Creating / advocating user enabling technologies
- Technical Depth in supporting Widows 10 & common software (productivity, security) for an enterprise environment
- Call routing / management software - Five 9’s - Remote support using Beyond. Trust (Bomgar) remote access appliance or similar
- Asset management principles and software use
- Support of the O365 suite
- Use of System Center Configuration Manager
- IOS/Android support
- Minimum basic demonstrable knowledge with one at least one of the following:
- o Powershell scripting
- o ServiceNow development
- o Statistical Analysis
- o Process design
- o Knowledge management (KCS)
- o VBA
- o HTML
- o Process design, Analysis & Metrics
- Able to understand and articulate the benefits of technical implementations sufficient to drive adoption
- Someone who is not constrained by ‘what is’ but instead thinks of ‘what could be
Reporting Relationships
Manager, Infrastructure & Operations
- If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us__
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