Help Desk Coordinator
Location: New York, New York
Description: Friedman Williams Group is at the momment seeking for Help Desk Coordinator right now, this occupation will be reside in New York. Detailed specification about this occupation opportunity please read the description below. Summary:
Under general supervision and according to established policies and procedures, position involves extensive team and end-user interaction. Maintains positi! ve contact with attorneys and support staff; observes confidentiality of personnel and firm matters.
Essential Duties and Responsiblities:
- Staffing:
- Coordinate staff breaks, floor support and desk visits, and requests for visits to partners’ homes.
- Assist in on-boarding of new employees.
- Service Desk Express:
- Monitor the queue of requests in SDE and assign requests or personally resolve as appropriate.
- Ensure all incidents are logged and timely resolution occurs.
- Evaluate tickets for proper categorization, documentation and customer satisfaction.
- Communicate information regarding open tickets to the following shift as needed.
- Train new Help Desk staff in SDE procedures and best practices.
- Ensure that all IT staff are in compliance.
- Knowledge Transfer:
- Identify chronic, recurring technical problems, make managers aware of these problems, and work ! with appropriate IT staff to resolve them.
- Collect, a! nalyze and disseminate metrics to Training & Computer Operations Manager to identify trends and training needs.
- Document procedures and knowledgebase information to be utilized by members of the Information Technology Department.
- Acquire and maintain a highly competent knowledge of relevant products, current support policies and methods of support delivery.
- Participate in the growth and development of a central knowledgebase by authoring reusable incident solutions and technical articles.
- Participate in analysis of SDE data which may require identification of changes to procedures, standards and systems.
- Develop knowledge of Firm's total computing environment, quality management processes and practices.
- Other duties as assigned.
- Demonstrated leadership and interpersonal skills necessary to communicate effectively with a diverse staff serving a de! manding user base in a highly demanding environment.
- Excellent listening, questioning and analytical skills.
- Ability to remain calm under pressure.
- Ability to understand customer needs and expectations, provide excellent customer service, and fulfill customer expectations.
- Ability to gauge Help Desk staff’s strengths and limitations, and manage escalating problems in order to maintain workflow.
- Self-starter who is a curious learner, independently motivated, professional, responsible and reliable.
- Ability to handle multiple tasks and time sensitive work demands in a fast-paced, professional environment while continuing to fulfill essential duties.
- Excellent problem-solving, communication and interpersonal skills are required.
- Serve as initial point of contact for telephone and e-mail inquiries on the Firm’s software applications, hardware, printers and remote technologies directed to the Information ! Technology department.
- Excellent organizational skills and ext! raordinary attention to detail, including the ability to prioritize multiple urgent tasks and the ability to delegate effectively.
- Excellent written and verbal communication skills.
- A strong working knowledge of the Firm’s core applications, including Windows 7, Microsoft Office 2010, iManage/DeskSite and XenApp Server or other industry standard document management systems.
- Knowledge of Interaction, Mac OS, Visio and law firm-specific applications.
- Administer accounts through AD and other Microsoft administration tools.
- Advanced system installation methods using SCCM. Systems are updated or re-installed on a regular basis depending upon the policies in place or as needed.
- Administration and knowledge of Windows 7 Operating System and Exchange 2010.
- Troubleshoot and resolve all hardware, software and network problems.
- Setup/Configure/Deploy computers and mobile devices to end users.
- Follow up ! on calls escalated to Infrastructure, Development, Exchange Administrator, etc.
- Responsible for installing and maintaining all end-user IT equipment. This includes personal computers, laptops, printers, electronic devices and the software that runs on these systems.
- Install, configure and administer Microsoft 2008/2010 servers in an enterprise environment.
- Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
- Provide support for mobile and telecommunications installations, maintenance and support (PBX & VOIP).
- Maintain accurate records of all maintenance, inventory and security measures.
- Collaborate extensively with peers to resolve user issues while actively contributing to a growing knowledge network that improves the effectiveness of our te! am and the information available to our users.
- Ability to hand! le work that may require more than 35 hours per week assisting with coverage of other shifts, and working on weekends and holidays, including Christmas, Thanksgiving and other major holidays.
- Minimum 2 years IT Support Center experience.
- Coordinator/Supervisory experience a plus.
- College degree is preferred.
- Microsoft Certifications (Office, Windows 7 Desktop/Server preferred).
New York, New York
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If you were eligible to this occupation, please give us your resume, with salary requirements and a resume to Friedman Williams Group.
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This occupation starts available on: Tue, 19 Mar 2013 17:47:34 GMT
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