This senior position serves as a primary escalation point for help desk support specialists. It provides senior technical assistance to computer system users and answers questions or resolves computer problems for clients in person, by telephone, or by email. The position may provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Roles and Responsbilities:
Perform remote troubleshooting support for complex issues not resolvable by L
Handle escalations sent to RETS-Service Desk Feedback Mailbox/RETS-Service Desk Leads.
Track escalations, conduct root cause analysis, and produce reports on gaps identified.
Floorwalk and mentor L1 analysts with technical issues and concerns Conduct new hire training.
Translate areas for improvement into training needs and propose training requirements for individuals or teams.
Lead, design and conduct process audits and continuous improvement events.
Create and maintain teamwork culture, resolve operational issues effectively, implement various process/quality improvement initiatives, customer visit, training, and business meetings.
Work with the Knowledge Management Specialist to ensure that checklists and forms are up to date.
Work with Project Managers/Operations Managers of various business units and teams to deliver requirements under the Global Service Desk scope.
Skills Requirements:
Knowledge of PC hardware and architecture and Desktop Operating System internals.
Exceptional communication skills, including clear and articulate verbal skills, as well as listening and comprehension skills.
Experience supporting remote users via a connectivity client.
Required knowledge/competencies in: Windows, Mac, MS Office Internet Explorer, Instant Messaging Tools, TCP/IP Client Software, Acrobat Reader, Instant Messaging tools, Mainframe, Active Directory.
Understanding of network protocols for a LAN and WAN including remote connectivity. Familiarity with supporting Blackberry, iOS and Android devices.
Experience working with a Service Management tool, ServiceNow experience preferred.
ITIL Certification an advantage but not required/Knowledge in IT Service Management. Skill in utilizing customer service and public relations techniques in responding to inquiries and complaints.
Ability to supervise and direct the work of professional and technical personnel.
Ability to communicate effectively, orally, and in writing with all levels of management and business unit counterparts to coordinate and implement support procedures.
Ability to establish and maintain effective working relationships with those contacted in the course of work.
Ability to evaluate training needs and objectives for technical staff.
Ability to diagnose and resolve complex technical problems
Other Qualifications / Requirements:
Exceptional communication skills, including clear and articulate verbal listening and comprehension skills.
Familiarity with supporting iOS devices.
Familiarity working with a Service Management tool, FreshService experience preferred
LexisNexis, a division of RELX Group, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.
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