Service Desk Agent

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My client is a global asset management firm and is seeking for its Service Desk team a Service Desk Agent.The purpose of the role is to support our global staff in various countries. Support is provided onsite, by phone, ticketing solution and email. Our Service Desk team is the first point of contact for reported issues and requests. A high level of customer service skills and good troubleshooting skills are required.To succeed in this role, you will:Provide 1st and 2nd level support for client operating systems and applications, terminal server related end-user issues, Cisco IP telephony, smartphone and remote access solution, multifunction printers, client hardwareManage user accounts, install computers and laptops from image, setup smartphones and remote access capabilitiesMaintain hardware and software configuration according to defined standards and requirementsEvaluate client hardware and test client software and applicationsAssist with hardware and software procurementManage vendor relationships (e.g. smartphone, physical access control systems, guarding services multi-function printer vendors)Monitor, review and mitigate client patch level deficienciesCreate and update end-user documentation, maintain and update proceduresEnforce internal procedures and policiesManage the information technology onboarding process for new joiners and the off-boarding process for leaversProvide trainingTake responsibility to complete and document periodic controls successfullyBe flexible to travel and participate in our New York onsite support roster, provide Service Desk coverage and on-call rosterSkills English fluent - oral and writtenGerman conversationalExcellent customer service skillsExperience providing support to C-level managersExperience working in a global firmExperience in the finance industry or in a regulated environment are an advantageCompetenciesVery good business acumen to understand customer needsStructured and process-oriented working styleVery good English writing skills to produce manuals and guidelines of high quality for our staffVery good Microsoft Windows and Office knowledge and proven experience troubleshooting a wide range of application Any of the following knowledge is an advantage: application support Dynamics 365 (CRM), Blackberry UEM, Adobe CC, Docusign, Cisco Unified Communication, Symantec EndPoint Protection, Teamviewer, Atlassian Confluence and Jira ServiceDeskMichael Bailey International is acting as an Employment Agency in relation to this vacancy.