Stifel is looking for an IT Service Desk Associate to act as the first point of contact for IT support, managing and resolving incidents and requests to ensure high customer satisfaction and efficient IT service delivery.
Requirements
- Proficient in Microsoft Office Suite and numerous versions of Microsoft Windows and a variety of Web Browsers; helpdesk and customer relationship ticketing systems
- Experience with office productivity, reporting, and technical documentation software
- Exposure to systems' monitoring tools.
- Strong end-user technology understanding and troubleshooting skills.
- Familiarity with various IT service management frameworks and methodologies.
- High-level understanding of web-based and distributed systems n-tier technologies.
- Expertise in working with IT service management software for IT workflows and event management.
Responsibilities
- Serve as the single point of contact for all Stifel employees needing assistance from IT for service delivery and support.
- Respond to multiple channels of contact, including phone, email, monitoring and event management information and alerts, and portal submission of tickets to the IT service management tool.
- Ensure request, incident, problem, and change records are accurate and complete, from creation to closure.
- Facilitate major incident conference bridges, accurately identifying and logging attendees, timelines and troubleshooting steps taken.
- Under management direction, escalate and communicate to IT and business customers, and 3rd party suppliers.
- Coordinate planned change windows, and log results.
- Assist in creating and maintaining IT operational workflows, knowledge documents, reports, portal content, and communications to IT and business customers.
Other
- maintaining communications with all stakeholders to achieve a high level of customer satisfaction.
- Some travel by car and/or air in conjunction with local, regional and/or national travel, up to 5%.
- Must be available to work outside of normal business hours as needed.
- Ability to multi-task and effectively prioritize work streams.
- Communicate information and ideas in spoken or written form so that others will understand.
