Service Desk Analyst

Capital Management Firm #017

Primary functions and essential responsibilities
Day to day management and coverage of technical support for all Ares employees and users
Maintain a high degree of customer service and confidentiality (as needed) for all support queries while adhering to all service management principles
Manage day to day incident submissions; responsible for building and managing his/her queue; answers support queries via phone and email for local and remote offices; respond and complete all requests by taking ownership of each and every task completely and in a timely and courteous manner
Function as the single point of contact for the client and coordinates across entire Technology team to obtain necessary approvals from business groups in order to fulfill requests
Augment team capabilities by introducing / deepening additional technical skillsets
Identify issues, design solutions and make recommendations that will improve internal processes and procedures
Manage onboarding and off-boarding process of employees as it pertains to Technology equipment by setting up new users, modifying access for existing users and installing relevant applications
Exercise problem-solving skills daily to resolve customer issues as they arise
Monitor and progress tasks and/or incident resolutions while determining escalation points and criticality of requests
Manage incident resolution activities by identifying, troubleshooting, and resolving failures that prevent a user from employing an existing IT service
Ensure and/or create required documentation is current, all support activities are properly logged and tracked in ServiceNow and other operational and relevant support systems
Manage customer relationships with technology, ensuring that long-standing issues are addressed and/or escalated appropriately
Ensure the highest level of service delivery for all clients within the firm
Assist in strategic initiatives through brainstorming and implementation, etc.
Appropriately anticipate business needs, determining and providing necessary solutions
Complete special projects as assigned

Ares management fosters an inclusive culture and recognizes that qualified candidates may not necessarily have access to a traditional four-year college program. As such, qualified candidates will be expected to have demonstrable hands-on experience equivalent to a four-year college degree, or a degree itself in one of Computer Science or Business Administration from an accredited university
Experience Required:

A minimum of 3 years of relevant professional experience or demonstrable capability otherwise
Must have proven track record of ability to maintain confidentiality of sensitive firm data
Familiarity in using call logging and incident handling software (such as ITIL based ticket tracking systems like ServiceNow and automatic call distribution systems)
Experience with Active Directory and SCCM
Experienced in the support of Windows 10 computers and related peripherals in a networked environment
Experience with management of mobile devices (Intune/AirWatch) in an enterprise environment
Command of troubleshooting of Microsoft Office 365, Teams, Adobe and investment industry applications
Demonstrates commitment to providing Quality Customer Experience (QCE)
Scripting experience (PowerShell) or comparable in an enterprise environment
Understanding of processes and workflows and their importance in support functions
General Requirements:

Ability to manage challenging workflow in-fast paced, dynamic organization, managing multiple assignments in a deadline driven environment
Focused attention to detail and high standards for quality and accuracy in work product
Strong sense of ownership and accountability
Inquisitive and committed to continual improvement/learning
Organizational skills, demonstrated ability to manage competing priorities and lead deliverables to completion
Excellent communication (written, verbal, presentation, documentation) and client service skills; capability of interacting with stakeholders to drive project/task/support engagement
Ability to work independently within a fast-paced environment with a hands-on approach
Ability to be flexible in terms of hours in order to coordinate with team members across time zones
Comfort in dealing with ambiguity and uncertainty in a dynamic environment
Dependable, great attitude, highly motivated and a team player
Ability to resolve issues with minimal supervision

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