Senior Client Services Analyst

As a senior member of the internal Help Desk Support Team, in this position you will be responsible for providing first, second and third-level, client-centric technical support to team members in a fast paced, highly technical, professional and demanding environment.

RESPONSIBILITIES

In this position you will lead the day-to-day operations of the internal support team. This includes identifying technical solutions, analysing service metrics and providing recommendations, and managing vendor relationships as well as providing front-line support to users.

In addition, you will help identify and communicate best practices and develop processes to optimize the use of technology tools; provide training for technology applications and products and prepare training plans, user documentation, and other key end-user support materials; and assist with the development and implementation of departmental policies and procedures.

QUALIFICATIONS

- Bachelor's degree in Information Systems, Business or computer related field, or equivalent combination of education and experience
- Minimum of 4 years of related work experience
- OR Microsoft Certified Systems Engineer (MCSE) with a minimum of 2 years' experience with certificate in lieu of 4 year minimum
- Help Desk Institute Analyst or other certification a plus
- Expert- level computer technical support skills across the spectrum of desktop and server operating systems, including Windows desktop and server OS, Microsoft Office applications (2003 and 2007), as well as other mainstream business applications
- Previous experience supporting end user devices such as workstations, printers, laptops, Smartphones and other devices
- Telecommunications skills (video conferencing, telephones and VOIP)
- Strong network operating system infrastructure skills including Active Directory, Exchange, SharePoint and SQL Servers
- Strong network and infrastructure hardware skills including support of Servers, LAN, WAN, WLAN, SAN, Firewall, switch, Router and PBX support
- Demonstrated experience supporting information security and risk management processes
- Demonstrated ability to provide excellent customer service 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 and meet aggressive deadlines
- Highly professional written and verbal communication skills
- Ability to be available for after-hours support and weekend work