Service Desk Analyst I

Company Description
L.E.K. Consulting is a global management consulting firm that uses deep industry expertise and rigorous analysis to help business leaders achieve practical results with real impact. We are uncompromising in our approach to helping clients consistently make better decisions, deliver improved business performance and generate greater shareholder returns. The firm advises and supports global companies that are leaders in their industries — including the largest private and public sector organizations, private equity firms and emerging entrepreneurial businesses. Founded more than 35 years ago, L.E.K. employs more than 1,800 professionals across the Americas, Asia-Pacific and Europe. For more information, go to www.lek.com .
Overview
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
• Keeping inventory accurate and assessing the requirement for IT equipment
• Troubleshooting hardware and software issues courteously and expeditiously
• Other IT related functions and projects as requested that are not limited to daily support
• Liaising with regional admin or smart hands to setup/reimage laptops in remote offices when required
• Answering and appropriately handling customer support requests via phone, e-mail, voice mail, and instant messaging.
• Managing IT equipment upgrades for the region
• Managing regional staff motion procedures such as account creation, laptop imaging and configuration, desk setup, mobile configuration, equipment distribution and collection etc.
• Work with supplier warranty to repair broken laptop and mobile

Qualifications
Technical Skills

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

Work style

• Solid self-starter with the ability to work in a team environment
• Solid ability to offer and accept feedback and constructive suggestions
• 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
• Strong people skills and a knack for problem solving
• Excellent customer service, including empathic listening skills
• Excellent verbal and written communication skills

Professional experience and 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
• Candidates responding to this posting must currently possess eligibility to work in the United States
• L.E.K. Consulting has a hybrid work model in place for our U.S. offices.
• In California the base salary is between $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.