Careers

Technology Services Senior Analyst - Help Desk Support

Location:

London, England

Date Posted:

Sep-20-2018

Job ID:

1394

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Company Description:

William Blair is a premier global boutique with expertise in investment banking, investment management, and private wealth management. We are committed to building enduring relationships with our clients and providing expertise and solutions to meet their evolving needs. An independent and employee-owned firm, William Blair is headquartered in Chicago and, together with its strategic partners, operates in more than 20 offices worldwide

Job Summary & Responsibilities:

Deliver high quality, effective technical support for the firm’s desktop hardware and software systems, ensuring exceptional client service to end users.  Coordinate and conduct the setup, maintenance, troubleshooting and repair of user hardware and software solutions.  Ensure the availability and proper operation of firm laptops, desktops, devices and related software.  Troubleshoot and resolve complex, escalated technical issues.  Provide training and guidance to less experienced Technology Services Analysts.

Responsibilities may include but are not limited to:

• Deliver high quality, effective technical support for the firm’s desktop hardware and software systems.  Provide exceptional service to end users through prompt action, detailed communication and complete resolutions.

• Coordinate and conduct the setup, maintenance, troubleshooting and repair of user hardware and software solutions with Technology Client Support team and other system administrators.  Provide support in line with agreed upon service levels and enforce established standards and procedures.  Proactively handle and monitor team workflows to ensure the availability and proper operation of firm laptops, desktops, devices and related software.

• Conduct troubleshooting and root cause analyses for complex, escalated technical issues.  Apply fixes and document solutions.  Exhibit responsiveness to user needs through regular communication throughout the incident workflow.

• Review issue resolution logs and identify ways to improve efficiency and client service.

• Collaborate with IT Security to administer desktop security protocols.  Communicate security incidents to team management.

• Provide guidance to and review work of less experienced Technology Services Analysts.

• Ensure all activities are in compliance with applicable rules, regulations, policies and procedures

Qualifications:

• Bachelor's Degree in IT related field required

• 5+ years of experience in core technologies, with a focus on technical support or systems administration required; financial services industry experience preferred

• Strong problem resolution skills

• Strong time management and prioritization skills

• Ability to work effectively in a team environment

• Ability to collaborate across multiple functions

• Attention to detail and quality

• Advanced technical knowledge and training in multiple key elements (data/voice communications, servers, networks, desktop) of the firm’s computing environment

• Advanced knowledge of core technology industry trends and best practices

• Strong written and verbal communication skills



As a William Blair associate, you’ll enjoy Medical, Dental, Life and AD&D Insurance, along with a generous profit sharing program that includes a 401K plan in addition to a firm contribution. We also offer three weeks of vacation, flexible spending accounts, a business casual dress code, a 75% discounted commissions on trades, and discounts at restaurants, museums, parks and retailers.

William Blair is an equal opportunity employer. It complies with all laws and regulations that prohibit discrimination in employment practice because of race, color, religion, creed, ancestry, marital status, gender, age, national origin, sexual orientation, unfavorable discharge from the military service or on the basis of a physical or mental disability that is unrelated to the employee's ability to perform the duties of the job applied for.

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