End User Support Analyst, Specialist (Service Desk lead)
Core
Solves complex and escalated end-user technical issues, creates knowledge articles, and coaches developing analysts to improve team performance and client experience.
Role type
Senior IC End User Support Analyst (Service Desk Lead)
Builds
Stable IT operations and enhanced client experience for end users
Domain
Financial Services / IT Support
Required skills
Windows support, MacOS support, Virtual Desktop experience, VPN troubleshooting, Endpoint troubleshooting, Issue escalation, Knowledge creation, Peer coaching
Preferred skills
ServiceNow, Genesys Contact Center Solutions
Responsibilities
Resolves moderately complex technical troubleshooting issues, Consults with clients and stakeholders on technical problems, Creates and maintains knowledge-based articles and procedures, Maintains accurate data inventory in tracking systems, Resolves issues elevated from less experienced crew, Learns and complies with IT and Information Security policies
Seniority
Senior, hands-on IC with mentorship responsibilities