Desktop Support Specialist III
About Aviva Investors North America
Aviva Investors is a global asset management firm with assets under management in excess of $430 billion across a range of fixed income, real estate, equity, money market, and alternative funds. The firm is wholly dedicated to building and providing focused investment solutions for clients, which include local government organizations, foundations and endowments, insurance companies, and corporate pensions. Our clients benefit not only from our unique access to, and experience of, local markets but also from leveraging the breadth and depth of our global resources. Aviva Investors North America, the regional affiliate of Aviva Investors, has over $70 billion of assets under management as of 31 December, 2011.
This position exists to provide technical support in responding to user issues related to IT assets. This position responds and diagnoses problems through discussions with users. Includes problem recognition, research, isolation, and resolution steps. Typically able to resolve low to medium complexity problems remotely or via phone, and more complex problems are addressed via dispatch to an end-users desk. Assets supported include desktops, laptops, phones, portable devices and associated software, applications, peripherals, networking and server administration.
Assures incoming Desktop Support incidents and work requests are promptly addressed, and are efficiently responded to according to established service guidelines. Assures problem tracking and resolution is enabled by recording problems in the problem management system.
Provide guidance and counsel to other Desktop Support specialists; act as a subject matter expert on technology and processes to less experienced members of the team
Attend meetings on behalf of Desktop Services related to upcoming projects, process changes and new technology.
Create and maintain knowledge base documents related to desktop services support procedures; train agents on changes / new processes as needed
Handles day to day execution of processes related to asset management, such as un-boxing and preparing new equipment for deployment, preparing decommissioned equipment for retirement and disposal, and keeping the IT assets storage cage clean and organized.
Provides high quality service to all customers consistently. As the most visual representation of IT to our customers, continually strives to represent IT in a positive manner. Escalates issues to management for assistance as needed to ensure customer concerns are addressed.
Works escalations as assigned by management. Provides timely and detailed feedback on progress of assigned tasks, and outcomes of customer escalations.
Keeps current on all supported technology. Ensures familiarity with new technology prior to its implementation within Aviva. Observes security requirements
Experience and Qualifications:
Bachelor’s degree including course work in computer science preferred
A minimum of 4-years of Help Desk or Desktop Support experience is required.
Experience with Trading Platforms would be a plus.
Requires the ability to interact and communicate with employees at all levels of the organization and vendors.
Must have strong customer service skills, and have the ability to understand questions and interpret requests.
Must have a working knowledge of technology and procedures.
Must have familiarity with common PC software and hardware, operating environments, and PC networks.
Must have the ability to work with little direction; and to work in a time-intensive, customer service environment.
Must have the ability to work with confidential information
You will be required to comply with a Code of Ethics which covers personal trading activities for you and members of your household
Aviva is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, or veteran status or any other status protected by federal, state or local law.