Description

SSI (U.S.) Inc. d/b/a Spencer Stuart

Spencer Stuart is an equal opportunity and affirmative action employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.



Location: San Francisco

Full/Part Time: Full time

Req ID: R4339

POSITION DESCRIPTION - Service Desk Analyst

Spencer Stuart is one of the world's leading executive search consulting firms. Privately held since 1956, we focus on delivering knowledge, insight and results through the collaborative efforts of a team of experts - now spanning more than 60 offices, over 30 countries and more than 50 practice specialties. We are the adviser of choice among organizations seeking guidance and counsel on senior leadership needs.

Basic Function

Reactively, Senior Support technicians solve problems in response to one or more incidents. Proactively, Level II technicians identify and solve problems and known errors before incidents occur.

Performance is also based on incident resolution, customer relations and customer satisfaction.

Reports To

Regional Operations Support Manager

Working Relationships
Global Service Desk; Service Transition; Senior Ops Support

Day-to-Day Duties

• Software application installation support.
• Support PC and peripheral hardware support: desktop, laptop, server, smart device.
• Answers, evaluates, and prioritizes incoming requests--telephone, self-service (web), email, voicemail, walk-up, instant messaging--from users experiencing incidents with hardware, software, networking, mobile device and other computer-related activities.
• Receives escalated tasks from managed service provider level 1 technicians. Prioritizes and troubleshoots those tasks accordingly to resolution.
• Interviews users to collect information about incidents and leads users through diagnostic procedures to determine the source of the error.
• Troubleshoot proprietary Spencer Stuart software for customer and client tracking.
• Monitor Operations production environment: servers, network switches, network routers, daily backups, UPS systems. Communicate problems to Ops Support staff
• Regional escalation point of contact for Global Service Desks at regional locations (London, Chicago, or Sydney) to assist with computer applications, hardware, or network-related problems and/or questions.
• Troubleshoot to determine whether problems are hardware, software, or network-related and attempt local resolution.
• If unable to resolve technical problem, coordinate with to see if system replacement is an option (in the form of Change Request); escalate to Level III if necessary; work as liaison point of contact between users and technical analysts in Operations Support and Technical Architecture.
• Provide adequate and timely problem resolution or escalation with the time frame defined by the Service Level Agreement (SLA).
• Maintain understanding of applications and levels of user proficiency.
• Audit all client desktop and laptop systems within region for standardisation
• Audit all server systems within region for standardisation
• Provide in office support
• On call weekend support rotation

Level II technicians are also expected to support nonstandard software approved for use by the Regional Network Operations Manager/Director. If nonstandard software interferes with standard software or hardware, the offending nonstandard software must be removed.

Requirements

• A computer science degree or in related field
• OR experience as a technician in high-tech industry
• OR equivalent combination of education and experience
• Experience working with Microsoft environments
• Strong technical troubleshooting skills, both with software applications and hardware equipment: servers, laptops, desktops, mobile devices.
• Answering technical phone calls and responding to technical emails.
• Proven high-level customer support experience
• Ability to read, analyse, and interpret complex technical documents.
• Ability to lift and move computer and video hardware
• Travel required

Desirable Skills

• Knowledge of the ITIL framework or ITIL Foundation V4 is desirable.
• Bilingual fluency in English and Spanish is a plus.

The base compensation range for this position is $76,000-82,000 per year. The actual base compensation offered within this range will be dependent on the individual's skills, experiences, and qualifications. This position will be eligible to participate in our annual discretionary bonus program.

Spencer Stuart also offers a competitive benefits package, which includes:

• Retirement savings plan with discretionary profit sharing contribution and employer match;
• PTO (minimum 15 days per year, increases with tenure), paid sick time (10 days per year), company holidays (12 days per year), and paid leaves of absence when applicable;
• Comprehensive health benefits, including medical, dental, and vision insurance, and healthcare flexible spending account;
• Life Insurance, and short-term and long-term disability insurance;
• Wellness benefits, including an employee assistance program, virtual mental health program, and mindfulness program; and
• Voluntary benefit options, including supplemental life insurance, identity theft protection, and whole life insurance with long-term care and critical illness coverage.

Spencer Stuart is a proud equal opportunity and affirmative action employer. We are committed to non-discrimination without regard to actual or perceived race, ethnicity, creed, color, religion, gender (including pregnancy, childbirth or related medical conditions), national origin, immigration status, ancestry, age, marital status, protected veteran status, physical or mental disability, medical condition, genetic information, sexual orientation, gender identity, or any basis prohibited under applicable federal, state or local law.

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