IT Support Analyst 1

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

Job Description

The IT Support Analyst is a member of the IT Support team. They are responsible for first level technical support of all supported applications. They will respond to user inquiries regarding incidents with applications, networks, platforms, and servers. In addition, they will answer questions via phone and electronic mail related to the use of supported software and hardware systems. They will escalate to L2 and L3 as appropriate. Additional responsibilities to include:

• Provide technical support by phone to customers relating to effective use of technologies including computer, mobility, voice, network connectivity, and various software applications.
• Thoroughly document all work completed into the appropriate call-tracking and incident management systems.
• Routinely utilize and contribute to the knowledgebase and actively promotes utilization to both internal and external customers.
• Ensure appropriate and accurate escalation of incidents that require resolution by other IT groups beyond the Service Desk.
• Assist in the on-boarding and training of new employees.
• Other duties as assigned
  
  

EDUCATION

• Associate degree in information systems, Business, or related field, or equivalent experience.
  
  

Technical Skills

• Computer hardware components, systems, and peripherals
• Basic computer software applications including MS Office products, email, Internet access, and multimedia technology
• Knowledgeable with LAN or WAN networking
• Working knowledge of Windows OS
  
  

Special Requirements Specific To Job

• Passion for and responsibility to the customer
• Personal and corporate integrity
• Friendly presence, helpful attitude, and self-motivated with demonstrated interpersonal skills
• Good organizational and problem-solving skills
• Ability to multitask
• Ability to work in a highly collaborative environment
• Ability to work a flexible schedule including overtime as required
  
  

Experience

• PC support background and experience working in a call center / phone support environment.
• Additional Job Description
  
  

Manage the L1 SD operation to optimize its efficiency and maximize support to the end-users.

• Supervise the operational level troubleshooting activity, identify cause of problems, and provide solutions to prevent further occurrences
• Provide technical guidance and consults with other IT teams, Lines of Business, Senior Leadership, etc.
• Manage workflow, SLAs, OLAs, ticket assignment and metrics review
• Maintain and ensure compliance to firm policies, procedures, and standards
• Work closely with Service Desk Manager and support projects and initiatives,
  
  

Leadership

• Planning appropriate staffing levels
• Interviewing, selecting, orientating and training new staff
• Communicating performance expectations
• Providing ongoing feedback, recognition, mentoring, and coaching
• Delivering annual performance review
• Creating career growth opportunities and employee development plans
  
  

Customer Relations

• Manage, report, and identify improvement opportunities through monitoring of customer feedback through various channels (CSAT surveys, phone audits, requested escalations, etc.)
• Work closely within Information Technology to communicate customer issues/feedback and develop plans to incorporate changes, fixes, or improvements as identified
  
  

Change Management

• Participate in IT Change Management to ensure standard procedures are used for efficient and prompt handling of all changes to IT Services to minimize impact of any related incidents upon service.
• Monitor, report on, and develop actions plans for IT trends including, but not limited to those related to deployments, upgrades, end user responsivity, incident management instances, and industry trends.
• Communicate changes appropriately to support, IT, lines of business, and end users as needed.
  
  

Facilitate escalation within the Service Desk and Information Technology, conduct technical calls, and provide backup to support staff as necessary.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/india.html.

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Indian Armed Forces; Indian Armed Forces Veterans, and Indian Armed Forces Personnel status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at careers@rsmus.com.