Service Desk Technician - Analyst

About the role

iCapital is looking to hire a Service Desk Analyst to join the Corporate Technology team. This role serves as the first point of contact for end users seeking technical assistance over the phone or via email. This individual will determine the best solution based on the issues and details provided by customers, creating value for clients that will help preserve the company's reputation and business.

Responsibilities

• Serve as the first point of contact, providing Tier 1 end-user assistance for all technical support queries.
• Travel and support the Stamford, CT office for support gaps.
• Perform remote troubleshooting through diagnostic techniques.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Assist with all onboarding and new hire support.
• Record events, problems and their resolution in logs.
• Follow-up and update customer status and information.
• Relay feedback or suggestions by customers to the appropriate internal team.
• Participate in after-hours on call schedule.

Requirements

• 1-3 years of recent end-user technical support experience
• 1-3 years of experience of Microsoft cloud-related technologies (O365, OneDrive, Exchange)
• 1-3 years of experience in desktop technologies (Windows, Mac OS, MS Office, Teams, Zoom)
• Experience with FreshService and ServiceNow is a plus
• Excellent written and verbal communication skills
• Strong time management and the ability to prioritize tasks
• Able to thrive in a fast-paced environment and work effectively under pressure

Benefits

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Company Intel

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