Digital Technology is a team of professionals collaborating globally to support and enable over 20,000 colleagues and clients. The Client Services Analyst will provide a front-line technology relationship with staff on various technical issues and needs relating to hardware, software, peripherals and services. This is a Level 2 support role in a typical IT support infrastructure.

Responsibilities:

• Provide day-to-day operational and technical support to users via the telephone, using remote desktop tools and should the need arisen by attendance at user workplace
• Resolve incidents and problems associated with end user computer equipment and software, and provide break/fix support, advice, and assistance to users
• Perform proactive and reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them before they occur
• Perform all tasks associated with desktops and voice IMACs (installs, moves, adds and changes) to SLA and additional responsibilities and coordination based on the scale required to activities associated with projects
• Problem solve to diagnose, evaluate and resolve complex problem situations associated with hardware, software, and services (video conferencing, remote access, etc.), coordinate efforts, escalate or route them to appropriate DT staff members and teams if required
• Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions

Qualifications & Experience required:

• An Associate Degree or equivalent in Information Technology
• At least 3 years of experience working in a regional / global organization providing desktop support services in a Microsoft environment (i.e. Windows, Active Directory, Office 365, Outlook, Skype for Business, OneDrive, Anti-virus, Remote Access, etc.)
• Familiarity to technical software solutions from Autodesk, Bentley, Trimble, etc. are a plus
• Familiarity to software solutions from Adobe, Bluebeam, Cisco, Symantec, etc. are a plus
• Familiarity with IOS and Android mobile devices and Mobile Device Management tools
• Experience using a Ticketing system like ServiceNow
• Collaborative, consultative and effective in a consensus-based decision-making culture
• High energy, motivated, open-minded and willing to embrace innovation and new technology
• Strong interpersonal skills and with ability to develop and maintain relationships with representatives from various organizational offices and levels
• Good written and verbal communication skills