Service Desk Analyst

L.E.K. Consulting is one of the premier strategy consulting firms worldwide, and they are seeking a Service Desk Analyst I to join their IT Department. The role involves providing excellent customer service and level 1 support to the global staff, troubleshooting hardware and software issues, and managing IT equipment and support requests. Responsibilities 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 Troubleshooting hardware and software issues courteously and expeditiously Keeping inventory accurate and assessing the requirement for IT equipment Answering and appropriately handling customer support requests via phone, e-mail, voice mail, and instant messaging Managing regional staff motion procedures such as account creation, laptop imaging and configuration, desk setup, mobile configuration, equipment distribution and collection etc Liaising with regional admin or smart hands to setup/reimage laptops in remote offices when required Managing IT equipment upgrades for the region Work with supplier warranty to repair broken laptop and mobile Other IT related functions and projects as requested that are not limited to daily support Skills Understanding of PCs, tablets, mobile phones, peripherals, and various operating systems including but not limited to Windows, Apple iOS, and Android An aptitude for acquiring technical skills and an eagerness to learn about all L.E.K. software and hardware Excellent verbal and written communication skills Excellent customer service, including empathic listening skills Solid self-starter with the ability to work in a team environment 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 Solid ability to offer and accept feedback and constructive suggestions Strong people skills and a knack for problem solving Experience in a customer focused role Associates and/or bachelor's degree or certificate program Benefits Medical Dental Vision Life and disability insurance 401(k) with employer contribution HSA contributions (where applicable) Paid time off Other firm-sponsored benefits Company Overview L.E.K. It was founded in 1983, and is headquartered in Boston, MA, US, with a workforce of 1001-5000 employees. Its website is