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Service Desk Agent

Posted on Sep 26, 2020 by Michael Bailey Associates - Zurich

New York, NY 10001
2 Nov 2020
Annual Salary

My client is seeking for its Service Desk team a Service Desk Agent. The purpose of the role is to support our global staff in various countries with the focus on their US based staff. Support is provided in person, by phone, ticketing solution and email. The Service Desk team is the first point of contact for reported issues and requests. This role requires proficient customer service skills, good troubleshooting skills, strong documentation skills and a well-structured and goal oriented working style, allowing to work independently while remaining a team player.

Tasks and Responsibilities:
To succeed in this role, you will:

  • Provide 1st and 2nd level support for client operating systems and applications, terminal server related end user issues, Cisco IP telephony, smartphone and remote access solution, multifunction printers, client hardware

  • Provide 1st and 2nd level support for the setup and usage of video conferencing solutions

  • Setup and manage user accounts, install computers and laptops from image, setup smartphones and remote access capabilities

  • Maintain hardware and software configuration according to defined standards and requirements

  • Assist with hardware and software procurement

  • Keep the client hardware inventory and documentation up to date

  • Manage IT issues and requests, onboarding and offboarding of staff, through the use of a ticketing solution

  • Create and update end user documentation

  • Follow and enforce internal procedures and policies

  • Provide training for our internal staff, including new joiner onboarding training

Role Profile:

Service Desk Agent Background & Experience:
To succeed in this role, you should have:

  • A minimum of 5 years experience in a similar role Skills

  • Experience providing support to C-level managers

  • Experience in the finance industry or in a regulated environment are an advantage

Education & Qualifications:
To succeed in this role, you should have:


Bachelor in Information Technology


Vendor certificates are a benefit


  • Very good business acumen to understand customer needs

  • Team player, high energy level, self-starter and quick grasp

  • Very good Microsoft Windows and Office knowledge and proven experience troubleshooting a wide range of applications

  • Any of the following knowledge is an advantage: application support for Dynamics 365 (CRM), Blackberry UEM, Docusign, Cisco Unified Communication, Symantec EndPoint Protection, Teamviewer, Atlassian Confluence and Jira ServiceDesk

  • Scope

Michael Bailey International is acting as an Employment Agency in relation to this vacancy.

Reference: 957347506

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