Service Desk Analyst I

New York

About L.E.K. Consulting:  

L.E.K. Consulting is one of the premier strategy consulting firms worldwide. At L.E.K., we are passionate about helping our clients succeed with breakthrough insights that drive real impact. Our clients view us as trusted partners that help address their most pressing challenges and biggest opportunities. 

We bring together the rigor of data-driven analysis with the creativity and curiosity of a collaborative team. By hiring exceptional people and fostering a culture of ownership, inclusion, and continuous learning, we develop leaders who thrive on challenge and bring energy and optimism to every engagement. Founded in 1983, L.E.K. employs more than 2,200 professionals across five continents, and is consistently recognized as one of the industry’s best firms to work for. For more information, visit lek.com.

 

Overview of Service Desk Analyst I: 
The L.E.K. IT Department is seeking a Service Desk Analyst I to join the team. This position will report directly to the Regional Service Desk Manager. 

The Service Desk Analyst I provides excellent face to face customer service, follows instructions to deliver zero defect deployments, takes direction well, executes assigned project tasks on time, and is self-motivated. 

 

Responsibilities include, but are not limited to: 

  • Providing level 1 support to the L.E.K. global staff via multiple communication channels including but not limited to phone, video, chat, in person, and email
  • Troubleshooting hardware and software issues courteously and expeditiously
  • Keeping inventory accurate and assessing the requirement for IT equipment
  • Answering and appropriately handling customer support requests via phone, e-mail, voice mail, and instant messaging.
  • Managing regional staff motion procedures such as account creation, laptop imaging and configuration, desk setup, mobile configuration, equipment distribution and collection etc.
  • Liaising with regional admin or smart hands to setup/reimage laptops in remote offices when required
  • Managing IT equipment upgrades for the region
  • Work with supplier warranty to repair broken laptop and mobile
  • Other IT related functions and projects as requested that are not limited to daily support 

 

Qualifications: 

Technical Skills 

  • Understanding of PCs, tablets, mobile phones, peripherals, and various operating systems including but not limited to Windows, Apple iOS, and Android
  • An aptitude for acquiring technical skills and an eagerness to learn about all L.E.K. software and hardware 

Work Style 

  • Excellent verbal and written communication skills
  • 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 people skills and a knack for problem solving 

Professional Experience & Education  

  • Experience in a customer focused role
  • Associates and/or bachelor's degree or certificate program 

 

For more information and to apply, go to https://www.lek.com/join-lek/apply/apply-now    

  • L.E.K. Consulting is an Equal Opportunity Employer 
  • In New York, the base salary is $40,000 - $45,000 (USD); placement within this range will vary based on experience and skill level. L.E.K. also offers a performance bonus, profit sharing and other benefits.  
  • Applicants for this position must be legally authorized to work in the United States on a permanent basis without the need for employer sponsorship. Unfortunately, we are unable to consider candidates requiring sponsorship for visas, including but not limited to TN, H1-B, F-1, STEM OPT/CPT, or any other work authorization.     

 

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