Client Services Analyst

TEKsystems•New York, NY

1d•$25 - $38•Onsite

About The Position

Description: • Sr. Analyst/Lead of TVP Operations is a member of TV Production support team. Responsibilities: • Own high priority and complex workplace issues through resolution; Share results with team lead, Manager, Client Service (CS) Director. Escalate issues to Tech Leader • Provide end user workplace support including issue resolution, upgrades/patches, new software installations and general Q&A across PC, Mac, Smartphones, Tablets, BlackBerry and Peripherals. • Must be proficient in Mac OS X and Mac OS X Server administration, Unix Command Line, VMware, • Microsoft Windows, Microsoft Office, Final Draft, Final Cut Studio, QuickTime, Adobe Creative Suite • Must be willing to work overtime, nights, holidays, and weekends, often with short notice. • Must be self-sufficient and proactive. Ability to multi-task and prioritize assignments under high pressure in a fast-paced, deadline driven environment. Ability to work within a team environment. • Escalate high priority and complex issues exceeding a timeframe of 1-hour of diagnosis time and 1-hour of troubleshooting, escalate to technical lead and/or CS Manager (AND act as liaison between client and Subject Matter Expert until ticket is closed). • Install new workplace devices for end users including PC, Mac, Peripherals, smartphones, and tablets, etc. PC refresh vs. New Hires. • Brainstorm workplace solutions where standard offerings are not available and collaborate with technical lead to create a proposal • Conduct PC refresh pre-site surveys to identify requirements for any hardware or software procurement • Assist with small office moves; primarily computer disconnect/reconnect. Discuss and prioritize office moves with CS Manager. • Assist with troubleshooting by partnering with other IT teams across the organization (Business Technology, Infrastructure, etc). • Study new workplace technologies and attend/recommend training where needed (with CS Manager). Reference training plan. • Provide feedback from end users to their Client Services Manager • Manage Business Aligned Client Services Team including Technical Lead, Coordinator, and Analysts • Maintain solid business relationships: • Communicate and provide bi-weekly updates, regarding overall health of client services support along with status of planned infrastructure changes, which affect the end user experience. • Continue to gather opportunities for improvement and attend business departmental staff meetings to provide updates • Identify, document, and maintain list of department leaders & key business contacts • Seek out and communicate upgrades impacting the workplace • Includes workplace related changes through workplace technology team (HW/SW upgrades), security team (PC patches), enterprise services team (email/identity mgmt.)

Requirements

Must be proficient in Mac OS X and Mac OS X Server administration, Unix Command Line, VMware,
Microsoft Windows, Microsoft Office, Final Draft, Final Cut Studio, QuickTime, Adobe Creative Suite
Must be willing to work overtime, nights, holidays, and weekends, often with short notice.
Must be self-sufficient and proactive. Ability to multi-task and prioritize assignments under high pressure in a fast-paced, deadline driven environment. Ability to work within a team environment.
they should have experience with all in one printers and secure printing

Responsibilities

Own high priority and complex workplace issues through resolution; Share results with team lead, Manager, Client Service (CS) Director. Escalate issues to Tech Leader
Provide end user workplace support including issue resolution, upgrades/patches, new software installations and general Q&A across PC, Mac, Smartphones, Tablets, BlackBerry and Peripherals.
Escalate high priority and complex issues exceeding a timeframe of 1-hour of diagnosis time and 1-hour of troubleshooting, escalate to technical lead and/or CS Manager (AND act as liaison between client and Subject Matter Expert until ticket is closed).
Install new workplace devices for end users including PC, Mac, Peripherals, smartphones, and tablets, etc. PC refresh vs. New Hires.
Brainstorm workplace solutions where standard offerings are not available and collaborate with technical lead to create a proposal
Conduct PC refresh pre-site surveys to identify requirements for any hardware or software procurement
Assist with small office moves; primarily computer disconnect/reconnect. Discuss and prioritize office moves with CS Manager.
Assist with troubleshooting by partnering with other IT teams across the organization (Business Technology, Infrastructure, etc).
Study new workplace technologies and attend/recommend training where needed (with CS Manager). Reference training plan.
Provide feedback from end users to their Client Services Manager
Manage Business Aligned Client Services Team including Technical Lead, Coordinator, and Analysts
Maintain solid business relationships:
Communicate and provide bi-weekly updates, regarding overall health of client services support along with status of planned infrastructure changes, which affect the end user experience.
Continue to gather opportunities for improvement and attend business departmental staff meetings to provide updates
Identify, document, and maintain list of department leaders & key business contacts
Seek out and communicate upgrades impacting the workplace
Includes workplace related changes through workplace technology team (HW/SW upgrades), security team (PC patches), enterprise services team (email/identity mgmt.)