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
L.E.K. It was founded in 1983, and is headquartered in Boston, MA, US, with a workforce of 1001-5000 employees. Its website is http://www.lek.com.