Senior Associate, Cloud Service Desk Analyst

RSM Cloud & Managed Services Service Desk Analyst

Position Description

The RSM Cloud & Managed Services Service Desk Analyst role is to ensure proper support handling so that client's end-users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving client's end-user support requests and escalating service tickets when considered appropriate and necessary in order to maintain SLA expectations. Issue resolution may involve the use of diagnostic and support request tracking tools.

Responsibilities include:

• Initial level of client supports responsible for basic troubleshooting of client issues.
• Field incoming support requests via telephone, email, and ticket portal to ensure courteous, timely and effective resolution of client end-user issues.
• Dispatch support requests to other Service Desk Analysts as needed or other RSM teams as outlined in the client documentation.
• Document all pertinent client end-user identification information, including client name, end-user name, contact information and nature of problem or issue.
• Build rapport and elicit problem details from client contacts.
• Prioritize and schedule problems. Escalate problems, when required, to the appropriately experienced RSM Cloud & Managed Services Service Desk Analyst, Systems Engineer or Field Resource.
• Record, track and document the support request problem solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet / Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the RSM Cloud & Managed Services Team.
• Perform hands-on fixes at the server level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install managed services software to ensure client servers are monitored, patched, and secured
• Perform preventative maintenance
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups to support requests.
• Develop support request sheets and FAQ lists for client end-users and other RSM support consultants.
• Reinforce SLAs to manage client and end-user expectations.
• Alert RSM Cloud & Managed Services Management to emerging trends in service requests.
• Other duties as assigned.

Basic Qualifications:

• Bachelor's degree in Information Technology or related preferred and/or combination of education and relevant experience.
• 1 - 3 years of experience in a technology end-user support role.

Preferred Qualifications:

• Microsoft Certifications (MCP, MCSE, MCSA)
• Citrix experience
• Virtualization (VMWare or HyperV) experience
• Microsoft Azure experience (Azure Fundamentals)
• Microsoft O365/M365 Experience
• Microsoft Windows desktop and server operating system
• Linux server operating systems
• Strong communication, customer service and problem-solving skills
• Strong written communication skills
• Strong documentation skills
• Prior consulting and project management experience a plus
• Excellent client skills and customer relationship management skills
• Solid understanding of business and information technology processes.

Shift: 2PM to 11PM IST