Desktop Technical Services at ISS | Institutional Shareholder Services

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The Desktop Technical Services Associate is a key contributor to ISS's global customer support organization. The position is a critical component to delivering high quality services to ISS and joins our IT team providing in-house technical support. The position will be based in Norman and provide local and global remote support as available to other ISS offices across US, EMEA and APAC. Our principles are based on collaboration, best practices, standards, efficiency, and commitment to effective service delivery and responsiveness to the needs of the business. This role incorporates the traits of a highly engaged communicator, technical expert and a problem solver. A successful Technical Services team member is people-oriented and enjoys the challenge of resolving functional/technical questions and/or issues in a timely manner with in person interactions, on the phone, through chat vehicles, and remote connections. The Associate must be able to quickly and independently analyze each situation presented to them to determine the best approach for meeting the business needs while complying with established guidelines and policies. Likewise, the Associate should possess the necessary skills and business knowledge to know when it is appropriate to take a non-standard approach to resolve the issue. They should be able to think on their feet and be confident handling those issues without having to escalate them to management for handling. Solid technical expertise, willingness to learn and excellent customer care skills are essential for this role.

KEY RESPONSIBILITIES
  • Foster an engaging, proactive, and collaborative service department that is closely partnered, with the business and IT departments.
  • Serve as the "Face of IT" to the customer community, providing a positive experience and reflecting a positive image of IT overall.
  • Support multiple office locations primarily Mumbai
  • Build, configure, and troubleshoot Mac and Windows 10 desktop and laptop hardware, load software, and conduct audits for unlicensed software using Lansweeper, Workspace One, Airwatch, Horizon, SCCM for imaging, software installation and inventory management.
  • Support Office365, Teams, SharePoint, Exchange Online, and MDM for mobile phones.
  • Accept user calls, manage submitted tickets and work queue, respond to work queues resolving issues in accordance with Service Level Agreements.
  • Clearly and effectively communicate service status consistently with users, other IT teams, and business owners as required.
  • Set up and maintain Audio Visual equipment in main areas and conference rooms.
  • Troubleshoot network, software, and printing issues.
  • Work with vendor support to resolve technical problems with desktop computing equipment and software.
  • Maintain and track hardware inventory and standards, working with procurement to purchase new hardware and software.
  • Deploy and configure desktop and software Cisco phones.
  • Responds to work queues to process, route and/or resolve issues reported to the Service Center
  • Work collaboratively with 1st/2nd/3rd level support team to ensure that customers receive timely service. Serve as a liaison between other support teams and the customer as required.
  • Document IT desktop procedures as directed.
  • Interacts with office staff, department heads and corporate services to ensure that checks are made for customer satisfaction, and satisfactory closedown/QA of incidents.
  • Apply a "business" focus to all assignments and responsibilities, measurement of results, and associated reporting.
  • Other duties as assigned.


Desired Experience and Qualification:
  • 3 years' experience in building, installing, configuring, troubleshooting, and supporting PCs and laptops.
  • 3 years' experience supporting Windows 10.
  • 3 years' experience supporting Office 365 products
  • 2 years' experience in a technical support role.
  • Experience with Apple MacOS and management systems a plus.
  • Experience with VMWare Horizon, WorkSpace One, and AirWatch a plus.
  • Experience in scripting, especially Powershell, a plus.
  • Experience in ServiceNow, Jira, Remedy or similar service delivery applications a plus.
  • Knowledge of various hardware platforms including Dell, Lenovo, HP, and Apple.
  • Knowledge of and ability to support iOS and Android mobile devices.
  • Knowledge of structured Service Desk functions and operation under ITIL framework.
  • Excellent written and verbal communication skills, telephone manner and a friendly disposition.
  • Able to define & document IT/Office Guides / Product support procedures as required.
  • Able to learn new concepts and business processes rapidly with the enthusiasm to deliver high quality service.
  • Able to remain calm and focused in a highly pressurized and time-oriented environment
  • Able to coordinate & prioritize effectively & efficiently.
  • A+, MCSE, or other technology certifications a plus.
  • Bachelor's degree or equivalent work experience.
  • Strong critical thinking, analytic and problem-solving abilities.
  • Able to demonstrate a high degree of flexibility, including in working hours, to support employees and customers across multiple time zones.
  • Ability to provide Total Call Ownership to include handling various customers' personality styles, escalating issues as appropriate and providing the necessary follow up before incidents are closed.
  • Show initiative when attempting to resolve incidents and requests to provide the best service possible; learn new concepts and business processes rapidly, and with enthusiasm to deliver high quality service.
  • Strong critical thinking, analytic and problem-solving abilities.
  • Able to remain calm and focused in a fast paced, high pressure, and time-oriented environment.
  • Ability to coordinate and prioritize effectively and efficiently.

#LI-SY

ISS is an Equal Opportunity Employer and complies with the Veteran and Disability Acts.
More Information on ISS | Institutional Shareholder Services
ISS | Institutional Shareholder Services operates in the Fintech industry. The company is located in Rockville, MD, Chicago, IL, Norman, OK, Menlo Park, CA, Boston, MA, New York, NY, Ann Arbor, MI and San Diego, CA. ISS | Institutional Shareholder Services was founded in 1985. It has 2115 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Dental Benefits, Vision Benefits, Health Insurance Benefits, Life Insurance and 401(K). To see all 39 open jobs at ISS | Institutional Shareholder Services, click here.
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