Deskside Support Analyst Information

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CommonWealth REIT

CommonWealth REIT is a real estate investment trust, or REIT, which primarily owns office and industrial buildings located throughout the United States. The majority of our properties are office buildings located in suburban areas and central business districts, or CBDs, of major metropolitan markets.CWH was founded in 1986 and went public on the New York Stock Exchange as a REIT that owned healthcare related properties. In the 1990’s we transformed into an office REIT by selling healthcare a... Read More

Address	CommonWealth REIT Two Newton Place 255 Washington Street Newton, MA 02458-1634
Website	www.cwhreit.com/
Holding	No Holding Details

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Deskside Support Analyst

Responsibilities

·         Serve as first level support for Blackberry and VIP calls.

·         Take full responsibility for the VIP Service Program which includes home office support, support while traveling, and high touch support for VIP’s Administrative Assistants.

·         Create and update all policies, procedures, and documentation for VIP Service.

·         Track trends and metrics for VIP support requests and drive them to completion.

·         Document incidents, problems, and requests in the company ticketing system (Service Now).

·         Provide resolution and documentation for escalated issues.

·         Provide phone and deskside support for mobile devices (Blackberry, iPhone, iPad, and Android).

·         Research and test new devices/software/hardware that provides business value.

·         Train Tier 1 and Tier 2 staff on new procedures and policies involving new technology/devices.

·         Install, configure, and support all hardware and software in the environment.

·         Periodically assist with special projects and emergencies, including but not limited to, regularly scheduled evening or early morning maintenance and emergency response at any time (24x7).

·         Serve as an escalation and knowledge point for the other staff members to come to for advice and direction.

·         Accurately and fully document all troubleshooting and resolution steps within the Service Desk ticketing system.

·         Interface with vendors to coordinate hardware repair.

·         Escalate critical incidents to Service Desk Manager as needed.

·         Create documentation and training material.

·         Research and resolve issues related to logical user access administration.

·         Log into an automated call distribution (ACD) system and take calls from end users when not performing deskside duties.

·         Follow standard operating procedures around process and documentation.

·         Recommend process improvements.

·         Additional duties as assigned.

Requirements

·         College degree preferred.

·         A+ certification preferred.

·         2-4 years’ experience working in IT role including Service Desk, hardware deployment/configuration and access administration.

·         Strong communication and customer-service orientation skills, including both phone and onsite support with a primary focus on executive level support.

·         Ability to interface and service VIPs with diplomacy and confidence.

·         Excellent knowledge of PC hardware and software with an emphasis on Microsoft environments.

·         Analytical thinker involving problem resolution and process/?policy development.

·         Full working knowledge of all components of IT infrastructure including remote access (VPN), desktops. and wireless devices.

·         Experience in supporting audio and video conferences over Office Communicator, Live Meeting, Skype, and Cisco Meeting Place.

·         Experience in supporting IP-based phone systems (Cisco).

·         Familiarity with Logical User Access (LUA) account administration.

·         Familiarity with Service Desk Ticketing software (Service Now).

·         Sound troubleshooting skills with an aptitude for problem source isolation.

·         Excellent customer service and time management skills.

·         Ability to work independently.

·         Excellent communication skills, both oral and written.

·         Ability to work and prioritize well in a fast-paced, dynamic atmosphere, quickly tackling difficult issues with ease.

·         Excellent knowledge of Microsoft Windows and MS Office (2003 and 2007).

·         Ability to develop processes and documentation.

Other Job Information

Vacancy type:	Full Time	Contact Mode:	not provided
Fax:	+1-617-3322261	Contact Name:	not provided
Job Duration:	not provided	Phone:	+1-617-3323990
Email:	hr@cwhreit.com