Service Desk Analyst Philadelphia, PA

Service Desk Analyst

• Company

  Macquarie

• Location

  Philadelphia, PA

• Compensation

  Information not provided

• Position Type

  Permanent

• Employment type

  Full time

• Updated

  Feb 17, 2013

• eFC Ref no

  1167653

Macquarie's Corporate Operations Group is seeking a Service Desk Analyst to join our Philadelphia team.

Macquarie Group (Macquarie) is a global provider of banking, financial, advisory, investment and funds management services. We focus on areas of business where our particular skills and expertise deliver a real advantage for clients, concentrating resources where we can add the most value. Today we have more than 2,400 professionals in offices in 18 US locations. This team is complemented by the resources of Macquarie's international network of 13,400 people in 28 countries.
At Macquarie we offer you the experience and freedom to grow your career whilst making your mark within a highly successful organization. Key to our success is the entrepreneurialism we encourage in all our people. We give you the opportunity to progress your career as quickly as you can demonstrate your ability.
Corporate Operations Group (COG) provides specialist professional services, human resources, workplace infrastructure, and technology and market operations to Macquarie's businesses. The primary purpose of COG is to support and enhance the value of Macquarie through the creation of an efficient, scalable operating model. This is evident across the activities of each of the divisions.
Technology is responsible for the management of Macquarie's technology infrastructure, the support and development of existing business systems and the delivery and deployment of new systems, technologies and services. It comprises business aligned teams which provide dedicated and specialist services to businesses as well as central teams which provide shared services, such as infrastructure, to multiple businesses.
You will be responsible for:

• Providing telephone, email and chat support to the global Macquarie user community for software applications and IT services
• Logging of incidents and requests for continued problem resolution and tracking
• Maintaining one-to-one contact with users throughout the lifecycle of an incident or request
• Providing diagnostics of a technical fault and suggested first-time-fix
• Collaborating with second and third level technology teams for urgent or critical issues
• Upholding the service standards and expectations of the Service Desk, ensuring that the team goals are met
• Ensuring that the Service Desk phones are staffed as per our roster at all times, in order to meet our service standards
• Communicating with colleagues and customers in a clear and concise manner, both verbally and in writing
• Ensuring that customers are fully informed of the status of their calls according to our current service standards
• Processing all calls via phone, e-mail and chat in line with our current call logging procedures, call priorities and escalation procedures
• Ensuring that all call logging queues are kept to a minimum at all times
• Assisting in continuous streamlining of Service Desk processes to improve service to customers
• Pro-actively seeking and embracing new technology and training as appropriate
• Coordinating and/or providing solutions to all technical problems logged by the customers of information technology

To be successful in this role you will have:

• University degree in computer science or engineering, or equivalent
• An ability to undertake shifted work patterns to cover a 12x5 environment
• Experience providing IT support to a global customer base while working as part of an IT team distributed across multiple countries, cultures and time-zones from a large, globally dispersed IT organization
• Polished, mature, confident phone support skills
• Excellent written (email) skills
• Experience in a high volume IT support organization
• Ability to effectively balance high volume productivity demands against ability to provide analytical troubleshooting and problem resolution
• Be a strong, dynamic character, capable of dealing effectively with colleagues and business users working in a constantly evolving environment
• Ability to remain calm under pressure and when faced with adversity or urgent issues
• Customer-focused with a 'service first' mentality
• Be able to view current processes and procedures as opportunities for enhancement, tuning and improvement
• Windows XP and Windows 7 PC support (phone, email and remote assistance)
• Familiarity with MacOS and Java
• Microsoft Active Directory
• Remote Support Tools (RDP, Remote Assistance)
• Microsoft Office 2007, 2010
• Mobility device support: Blackberry, iPhone, iPad, Android
• Support of Citrix application access
• Remedy 7

Macquarie is an equal opportunity employer (M/F/D/V)