Service Desk Analyst

L.E.K. Consulting is one of the premier strategy consulting firms worldwide, and they are seeking a Service Desk Analyst I to join their IT Department. The role involves providing excellent customer service and level 1 support to the global staff, troubleshooting hardware and software issues, and managing IT equipment and support requests.

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 setup/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

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
• 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
• Experience in a customer focused role
• Associates and/or bachelor's degree or certificate program

Benefits

• Medical
• Dental
• Vision
• Life and disability insurance
• 401(k) with employer contribution
• HSA contributions (where applicable)
• Paid time off
• Other firm-sponsored benefits

Company Overview