Help Desk Analyst- Great Perm Opportunity for Top Notch Boston Firm

Our client located in Boston, MA is seeking a Help Desk Analyst to work with their teamThis is an exciting perm opportunity to work with a top notch Boston firmThe Help Desk Analyst responsiblilities will be: coverage of User Support resolving and assigning support calls, loggin and tracking User Support traffic,  and providing follow-up to customers being assisted.  This individual is an important member of the team that delivers the IT Department's customer service function to the entire firm and is responsible for all phases of support from the initial call through and including the resolution.Hours: 12noon - 8pm Specific Dutes Include: Principal coverage of user Support assuming a minimum of 70% of phone coverage on a weekly basis providing first line of support for users firm-wide on all applications and network-related issues.  Always keep customer informed of status and changes to an open issue. Work alone four hours a day in the evenings and be able to handle the support function at a time when there are no other groups on site, triaging and escalating issues where necessary.  Provide an update to the Team every night prior to leaving. Enter all calls into the call tracking system, monitor assigned calls, provide ongoing progress reports to users and issue weekly reports on completed and outstanding calls. Perform root cause analysis and devlop resolutions to common issues, enabling immediate issue resolution.  Document and share appropriate resolutions with team members and other groups by submitting to the Knowledge Base. Handle support calls forwarded to any other outside vendors through User Support. Monitor escalation of calls when required, record all service numbers, trouble ticket numbers, and other pertinent service information. Identify and monitor Web sites of importance for support purposes. Maintain memberships on pertinent listservs and monitor traffic on same. Particpiation in the coverage of the User Support pager on a 24 x 7 rotating schedule.  Respond to, research and resolve incoming questions in a timely manner specified within the service level agreement. Keep track of common training issues and escalate to Technical Trainer. Assist in developing and refining the User Support groups Standard Operating Procedures. Provide constructive feedback to management on ways to increase efficiency within the support center and increase customer satisfaction.  Escalate "hot" issues or irate callers to same. Keep informed of industry best practices and investigate if they are appropriate for our organization.  Collaborate with group on ideas, best practices guidelines. Backup team members relative to their workload, projects, coverage,  vacations and sick time whenever possible. Organize the Support area during downtime, sorting computer supplies, providing maintenance to our Support printer, digital sender, etc., and keeping the area neat during low traffic times (particularly in the evenings).Qualifications:-3-5 years experience supporting the latest version of the MS Office application suite as well as DM5, Carpe Diem, macro packages and other legal specific applications.  Windows and Office XP experience necessary.-2-5 years experience in a User Support environment, law firm preferable but not necessary, providing direct end user support on the Office 2003 suite.-Knowledge of PC hardware components, laser printer components, and Windows 2000/2003, XP configuration and diagnostic utilities.  Candidates should be pursuing, or be willing to pursue MS Office Specialist Master Certification.-Outstanding professional communication skills both written and oral, a customer comes first attitude, professional phone demeanor and ability to deal with multiple tasks in a rapid, constantly evolving environment concurrently.-Excellent organziational skills and an ability to be self0-directed on specific assignments.-Willingness to work overtime, travel to other sites, and contribute to IT department projects as directed.  Experience with large scale rollouts and upgrades.  Company: Harvey Nash Location: Boston, MA 02111 Status: Full Time, Employee Job Category: IT/Software Development Work Experience: 2+ to 5 Years Company: Harvey Nash