Service Desk Resource l Job in San Francisco 94105, California US
Service Desk Resource l
**This position may be based within commuting distance of other BDO USA, LLP offices.
The Service Desk Resource I role is responsible for delivering quality customer service to Firm customers, Partners and professionals by providing a dedicated call center service for requests by phone and email. Moderate amount of travel may be required related to projects, training or support for several days at a time. An alternative work schedule, on-call work and weekends are occasionally required. The Service Desk Resource I role is responsible for the efficient and effective operations of the Service Desk within their area of expertise. In this role, the Service Desk Resource I role is charged with participation in the Incident Management process and making recommendations to IT Management for process improvements. Additionally, the Service Desk Resource I role maintains knowledge of current systems and hardware to ensure correct and consistent application of firm-wide procedures.
- Provides the assigned level technical support for all service requests entering the Service Desk.
- Troubleshoots remotely to identify deployed hardware, software and Enterprise application issues.
- Interviews users to gather information about a problem, to correctly identify and categorize the problem.
- Uses the knowledgebase system to determine the root cause of a problem.
- Evaluates issues and escalating to a higher level or other resource as appropriate using the provided Service Desk Process manual.
- Assists with system configuration and diagnostics, hardware and software diagnostics, and processing requests for hardware repair or replacement.
- Assists users to transition to break spare laptops for temporary use.
- Ensures that all documented processes are adhered to and departmental compliance is achieved.
- Reports possible trends in a timely fashion to the Service Desk or Problem Manager.
- Provides a resolution to return service to the user as quickly as possible, to reduce professional billable down time.
- Accurately logs problems and updates ticket history to document troubleshooting steps and resolution.
- Creates technical documentation and FAQs for addition to the knowledgebase.
- Logs requests with Dell support for efficient resolution of PC hardware issues.
- Adheres to the Service Desk call center schedule as required by the Service Desk manager, acknowledging and conforming to schedule changes as required.
- Reports for After Hours Support duty by roster for out of hours emergency on-call support.
- Analyzes service center data and research trends to identify opportunities for process improvement within area of expertise.
- Works with senior technical resources to performs secondary level investigation and resolution of functional escalation of Incidents.
- Develops workarounds and interim solutions for known issues to minimize user disruption.
- Evaluates various alternatives to resolve known issues and recommend best course of action to IT Senior Leadership.
- Reviews active incident bulletins and how they may impact the Service Desk.
- Ensures effective and rapid response to disruptions in service of primary business line applications.
- Notifies the Incident Management group of trends in incidents.
- Ensures any service breach is suitably recorded and described before it is closed.
- Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident handling process.
- Reviews and improves the accuracy and content of the Service Management System knowledge base.
- Seeks to acquire a high level of knowledge of business line applications, workstation operating system and clear understanding of BDO applications.
- Communicates with key administrators and/or business lines members as well as EUS for news on issues, changes and updates that relate to all business line applications.
- Prepares training for the Service Desk on business line application product versions and changes.
- Leads training of Service Desk Specialists to keep the team collective knowledge up to date on the latest technology and procedures.
- Other duties as required.
Education:
- High school diploma/GED required
- Bachelor degree and / or equivalent experience preferred
Experience:
- Technical Support or Customer Service Industry experience required
- 2-4 years of experience in technical support environment or other qualifying experience
- 1-2 years as a Service Desk Specialist I is strongly preferred
License/Certifications:
- Microsoft Certified Professional preferred. (MCP)
- Microsoft Certified Desktop Support Technician preferred. (MCDST)
- Evidence of completion of course for Microsoft Office 2003 or greater– preferred
- Microsoft Certified IT Professional preferred. (MCITP)
- Laptop/Desktop hardware technician certification preferred
Software:
- Microsoft Windows XP or current Operating System
- Microsoft Office Suite 2003 or higher, Microsoft Groove, Microsoft Outlook 2003 or higher
- Adobe Acrobat Standard
- McAfee Desktop Suite
- Cisco VPN
- Wireless
Language:
- English
Other Knowledge, Skills Abilities:
- Strong oral and written communication skills.
- Excellent interpersonal and customer relationship skills
- Capacity to work in a deadline-driven environment while handle multiple complex projects/tasks simultaneously with a focus on details.
- Capable of successfully multi-task while working independently or within a group environment.
- Ability to rely on extensive experience and judgment to plan and accomplish goals.
- Capable of working well under pressure while dealing with unexpected problems in a professional manner.
- Capacity to communicate and interact with all levels of employees and management.
- Ability to interact and build relationships and consensus among people.
- Advanced knowledge and understanding of Firm standard applications and all aspects of the desktop environment.
- Capacity to effectively instruct end users in the use of equipment and/or software by providing advice regarding policies and procedures.
- Ability to research and resolve problems, acquire and maintain knowledge of relevant software solutions and support firm policies and procedures.
- Solid understanding of all primary applications associated with all business lines.
- Capacity to travel on a minimal basis for support in local offices as well as Firm sponsored trainings and conferences