Service Desk Analyst

• Software application installation support.
• Maintain and troubleshoot proprietary database (Quest), used exclusively by Spencer Stuart 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

• 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 Windows Server 2008/2012, Office365 administration, Microsoft Exchange environments, PowerShell, VMware environments is preferable.
• Professional IT certifications such as: Microsoft MCP, MCSE, Cisco CCNA or VMWare VCA are preferred.
• Strong technical troubleshooting skills, both with software applications and hardware equipment: servers, laptops, desktops.
• Answering technical phone calls and responding to technical emails.
• Ability to read, analyse, and interpret complex technical documents.
• Ability to lift and move computer and video hardware

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

• 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.

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