Job description
Responsibilities:
Essential Duties (Primary Responsibilities) include the following.
- Address the growing demand for support via various channels (voice, case management, e-mail, etc.) in a 24/7 model.
- Work as part of a cross-regional team to support the 24x7x365 requirements of Berkadia's user community.
- Drive to improve customer experience and increase customer satisfaction by reducing resolution time and increasing the quality of responses.
- Oversee and coordinate customer experience sessions, acting on issues raised and finding creative solutions to solving daily challenges in the workplace using technology.
- Establish metrics and data analysis to measure customer satisfaction, communicate the status of the service desk, and identify areas of improvement.
- Analyze ticket data to determine areas to streamline processes through automation and process optimization.
- Partner with other innovation teams to support technology transformation efforts and enhance capabilities to support new and existing technologies.
- Maintain support and operations standards by adhering to standard operating procedures and an escalation process to quickly address and resolve end-user requests.
- Continually assess end-user technology platforms and toolsets for capabilities, effectiveness, and costs.
- Partner with Infrastructure Program Management to maintain roadmaps for workplace technologies, ensuring alignment with business needs and evolving technology enhancements.
- Responsible for office technology, including but not limited to local user support, conference room, and printer support.
- In-depth experience with maintaining and implementing workplace technologies, including installation, configuration, and maintaining hardware, software, and operating systems of physical and virtual endpoints in support of business requirements.
- Define and implement a strategy to manage end-user assets including mobile devices, desktop/laptops, virtual desktops, monitors, peripherals, headsets, and corporate multi-function devices/printers.
- Develop and ensure deployment documentation such as design and environment specifications, user and technical manuals, and process documentation.
- Identify deficiencies in both technical issues and business processes, elevate risk to team lead and/or reporting management, and propose innovative solutions.
- Maintain endpoint images and profiles to meet company requirements and standards.
- Work with internal customers to determine their equipment and software needs.
- Research and determine hardware requirements for desktops and laptops as enterprise standards.
- Perform system software and hardware upgrades and changes, including planning, scheduling, testing, and coordination.
- Secure Berkadia's operating environments, ensuring compliance with all applicable policies and controls as defined in partnership with the CISO.
- Challenge the status quo in our ongoing endeavor for technical excellence.
- Other duties as assigned.
