Service Desk Analyst

Software Guidance & Assistance, Inc., (SGA), is searching for a Service Desk Analyst for a Contract assignment with one of our premier Financial Services clients in Salt Lake City, UT. Our team of engineers builds solutions to the most complex problems. We develop cutting-edge systems and processes that form the core of our key business and enable transactions to move in milliseconds. We provide real-time access to critical deal information and crunch billions of data points each day to inform firm-wide market insights and strategies. Team members have the opportunity to work at the forefront of technology innovation alongside industry leaders and make significant contributions to the field. Responsibilities :

• Must be client-focused with ability to provide white-glove treatment to our clients.
• Must have the understanding and sense of urgency to address and resolve issues as quickly and accurately as possible.
• Address client requests and issues via phone or email.
• Provide world class quality of service to our clients throughout the resolution process.
• Engage engineering teams and product owners to assist with troubleshooting as needed.
• Perform 'cradle to grave' ownership of all issues by providing timely updates to clients and by constantly following up with escalation teams until the issue is resolved.
• Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.
• Maintain effective documentation by regularly reviewing and updating knowledgebase content.
• Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
• Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, etc.), Zoom, SharePoint, Mac, Unix, Voice, Mobile and others.

• Minimum 2 years of experience working in the technical support field in an enterprise environment, preferably with phone support experience.
• Solid technical knowledge, troubleshooting skills and support experience with the following:
  • Zoom
  • Microsoft Windows platform (Windows 7, 10)
  • Networking, LAN, WAN, corporate enterprise domain infrastructure environment
  • Windows desktop and server operating system
  • Microsoft Active Directory
  • Microsoft Outlook
• Good understanding of the Microsoft Office products such as Word, Excel, and Power Point.
• Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.
• Ability to perform Mobile OS (iOS/Android) application troubleshooting.
• Team player mentality, collaborative, self-learner and self-motivated.
• Good understanding of English and good communication skills is a must.
• Strong customer service skills and focus on ownership throughout the resolution process.
• Flexibility to occasionally work any 24x7 shift to accommodate BCP or other business impacting events.
• For our Asia language support team, hours of operation would match with region of support based on language spoken.

• The use of software-based web conferencing programs such as Lync, Skype, WebEx, Zoom.
• Experience operating and troubleshooting on a variety of multimedia /audiovisual hardware and software for at least 2 years.