Support Analyst - job id 30304


Your Way To Work™

Support Analyst

$450 - Per Day IC - Self Incorporated

Downtown NYC



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Assigned To Be




A Contract position at the global Corporate and Investment Banking and Capital Markets division of a major financial firm, provides a wide range of products and services to clients around the world..

Pay Options: IC - Self Incorporated.

Contact George Konetsky. call (212) 616-4800 ext.270 or email georgek@sans.com with the Job Code GK30304 or Click the Apply Now button ().

Location: World Financial Center.

Skills required for the position: Desktop Support, Trade Floor, Windows; Systems Administration, Linux


Detailed Info:

Responsible for desktop support to all production and client-server systems maintained within the Line of Business.

  • Manage and maintain the currency of all issues which have been assigned for any Desktop issues for New York users, in a manner which provides high quality customer service to its clients.

  • 1st and 2nd level Support and Management

  • Provide effective day to day end user technical support to all NY units on production desktops and workstations supporting a trading environment

  • Build new desktops using the bank's standard image, install and configure software and install at end user desk.

  • Troubleshoot application issues, hardware issues including desktops monitors, printers, faxes and scanners.

  • Escalation to Manager for assistance and/or escalation purposes, to quickly analyze problems and resolve escalated issues, liaise with 3rd level support when applicable, and provide recommendations to management with regards to resolution.

  • Escalates all high priority issues affecting availability, customer impact and user impact to the Manager, and Senior Manager.

  • Assist with user moves by moving the technology components when a user location changes.

  • The incumbent is responsible to raise ServiceNow tickets from any email or phone issue request.

System Availability/Service Levels

  • Works on the resolution of system related issues, ensuring that a high level of availability and customer service is provided to internal and external customers according to Service Level Agreements in place.

  • Ensures customers are fully satisfied with the service and support received, utilizing surveys as a measurable instrument.

  • Develops and/or implements proactive operational enhancements with the aim of improving service levels, maintaining availability targets and SLAs through the Branch and Unit network.

  • Conducts debriefs on potential/impacting availability issues.

  • Fosters ongoing communication and close working relationships with management in all support units as it relates to System Availability, Incident Management, Event Management, Request Fulfillment, Problem Management and Change Management.

  • Maintain documentation on day to day work and inventory as needed.

  • Support the BCP or Disaster recovery efforts as needed.

Problem Management Review and Reporting

  • Performs reviews of tickets within one's own ticket queue to ensure that tickets are being created, logged and prioritized correctly using the ServiceNow system.

  • Provides weekly reporting and analysis to Senior Manager on call volumes, turnaround time for call closure, types of calls etc. Continuous improvement on HD operations, processes and service

  • Development/Computing Environment:

  • Undergraduate Degree in Computer Science or technical equivalent

Development/Computing Environment:

  • 1-3 years technical work experience especially windows workstations and windows based applications.

  • Good knowledge of Systems Administration for Windows Workstations and Microsoft Office

  • Excellent verbal and written communication skills are essential.

  • Some knowledge of IP networking with hands on experience with physical layer and network layer configuration desirable.

  • Some scripting experience is desirable.

  • Experience in supporting a medium size trade floor is desirable.

  • Excellent organizational skills and the ability to manage multiple complex initiatives.

  • Must be a team player.

  • Technical certifications an asset (i.e. MCSE, A+ certification etc.)

The position offers competitive rate.


Job Id: 30304