Munich Office - IT Help Desk Analyst (m/w/d)

Company Description:

L.E.K. Consulting is a global management consulting firm that uses deep industry expertise and rigorous analysis to help business leaders achieve practical results with real impact. We are uncompromising in our approach to helping clients consistently make better decisions, deliver improved business performance and create greater shareholder returns. Founded more than 30 years ago, L.E.K. employs more than 1,600 professionals across the Americas, Asia-Pacific and Europe. For more information, go to www.lek.com

The L.E.K.  Information Technology Department is seeking a Help Desk Analyst to join the team. This position will report directly to the EU Help Desk Manager.

The Help Desk Analyst is an advocate for customer needs, applies understanding of technology to resolve undocumented issues, initiates communication among the team, assists teammates with project work and problem resolution, actively participates in task development during scrum kickoff meetings, administrates with supervision, and executes basic scripts.

Responsibilities include, but are not limited to:

• Troubleshooting of hardware and software issues handled courteously and expeditiously.
• Answering and appropriately handling customer support requests via phone, e-mail, voice mail, and IM.
• Updating and keeping our inventory accurate.
• Assisting staff that is highly mobile and could be working out of many locations such as the office, the airport, their home, or various client sites.
• Documenting, tracking, and monitoring all work item and resolution activity in the tracking system to ensure a timely resolution.
• Escalating issues of a specialized complexity to subject matter experts when appropriate.
• Participating in team projects that enhance the quality of service.
• Supporting various devices such as laptops, tablets, and mobile phones running operating systems such as Windows, Mac OS, iOS, and Android.
• Searching online for possible solutions when they aren’t documented in our knowledgebase and creating and updating knowledge articles in the IT Knowledgebase.
• Induction and training of new staff
• Providing off-hours support on a scheduled rotation.
• Other IT related functions and projects as requested that are not limited to daily IT support.

Qualifications: 

Technical Skills

• Strong understanding of PCs, tablets, mobile phones, peripherals, and various operating systems including but not limited to Windows, Apple iOS, and Android.
• Solid understanding of Active Directory, SharePoint, VPN and remote access clients, printers, and other peripherals.
• Some experience with CRM, ERP, and Data Analytics software support

Work style

• Excellent verbal and written communication skills (in both English and German) with technical, non-technical staff, and end-users.
• Excellent customer service, including empathic listening skills.
• Solid self-starter with the ability to work in a team environment.
• Excellent follow-up skills to see tasks through to resolution, and communicate problem status to end users such as notification of completion, notification of delay, and rationale.
• Excellent organizational skills, prioritizing and managing multiple tasks
• Solid ability to offer and accept feedback and constructive suggestions.
• Strong ability to work independently. while producing a high level of output
• Sound knowledge and experience of ITIL Service framework including Incident, Problem and Change management
• Strong analytical and problem solving skills, combined with an awareness of current IT industry technologies and trends   

Professional experience and Education

• At least 2 years’ experience in a customer focused role
• At least 1 year experience in a help desk role
• Bachelor’s degree or certificate program
• ITIL Foundation or equivalent knowledge