Manager Client Service Analyst

Our client is a highly successful financial company seeking a polished, professional candidate for a premium contract position in their beautiful downtown Portland location. This Client Service Analyst (Technical Support) will be responsible for leading the development and daily operation of the internal Help Desk Support Team by providing advanced, client-centric technical support to internal clients in a fast-paced, highly technical, professional, and demanding environment.

GENERAL RESPONSIBILITIES

- Determine appropriate solutions to technical issues directly related to office automation technologies (Windows XP, desktops, laptops, PDAs, printers, video conferencing, networking hardware and protocols, etc.)
- Collaborate with peers and external technical service providers
- Lead in the analysis and development of new business processes
- Effectively use help desk management software for service requests; and use automated software packaging and deployment tools
- Analyze internal systems service metrics and processes and provide recommendations for systems and service improvements
- Document recommendations, present to management and oversee the implementation of approved changes
- Serve as a Project Lead or Manager on technology projects (deployments, upgrades, etc.)
- Manage effective vendor relationships and provide annual vendor assessments

TECHNICAL SUPPORT FOR INTERNAL CUSTOMERS

- Manage the systems and resources required to provide response to solve technical problems for systems users within established Service Level Agreements (SLAs)
- Monitor workflow within Help Desk ticketing system to ensure SLAs are maintained and follow up actions completed
- Work with vendors, application delivery group and users to identify tips, shortcuts and best practices methods of getting the most business value out of technology tools and systems applications used by team members
- Attend training sessions and work with others to understand application functionality
- Provide training for technology applications and products
- Develop methods/processes to optimize the use of hardware, software applications and other technology related tools
- Develop and implement training programs for internal systems users to target areas of high support request volume, with the goal being to reduce reoccurring support requests
- Prepare materials including training plans, user documentation and best practice procedures.

MANAGEMENT OF TEAM MEMBER TRAINING AND DOCUMENTATION

- Assist the Training group in preparation of materials including education plans, user documentation, etc.
- Work with technical resources to obtain information or documentation
- Assist with the development and implementation of departmental policies and procedures
- Evaluate current policies against changing business needs; communicate findings and document recommendations
- Work with member task forces to design new functionality and/or develop best practices processes and organize the activities of the group as required
- Document business requirements and develop best practices documentation and training materials

DESIRED CHARACTERISTICS

- RELATIONSHIP BUILDING
- LEARNING AGILITY
- Achievement Orientation
- Impact and Influence
- Drive and Initiative
- Teamwork and Cooperation
- Organizational Awareness
- Communication and Presentation

REQUIRED QUALIFICATIONS

- Bachelor's degree in Information Systems, Business or computer related field, or equivalent combination of education and experience
- Minimum of four (4) years of related work experience
- MCITP/MCDST with a minimum of two (2) years' experience with certificate in lieu of four (4) year minimum
- A+, HDI and/or ITIL certification a plus
- Strong working knowledge of Microsoft Office products, Windows XP and Windows 7, Microsoft Office 2010 and 2013, Active Directory and Group Policy Management
- Strong working knowledge of workstations, printers, laptops, mobile devices, conference room equipment and video conferencing
- Strong skills and demonstrated experience with client security wireless support, hardware configuration, troubleshooting and maintenance, telephone and audiovisual systems and networking support
- Experience with service tracking system (such as Service Desk), Dell desktops and laptops (ordering, configuring and servicing), Konica Minolta copiers, HP printers and Service Center 2012
- Demonstrated ability to provide excellent customer service (including support and training) and to analyze service statistics to develop tactical and strategic improvement recommendations
- Proven ability to keep track of, prioritize, and report status of multiple projects
- Proven ability to work with changing requirements and priorities
- Highly professional written and verbal communication skills
- Ability to be available for occasional after hours support and weekend work
- Ability to meet aggressive deadlines while maintaining high standards of customer service
- Moderate travel required
- On-call 24/7 for selected problem types