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Senior Service Desk Analyst

LocationNorth America, New York
Published18th August
SectorCommercial Real Estate Innovation
Job Type
Job TypePermanent
ConsultantGlenn Nicholson

PropTech Senior Service Desk Analyst role based in New York, US

About our client:

Our client helps organizations find the solutions that ensure employee success. Sharply skilled and fiercely dedicated, their integrated teams of consultants and brokers are experts in better real estate. With services in tenant representation, capital markets, project management, workforce/incentives, and workplace strategy/occupant experience, they’ve boosted the potential of workplaces around the corner, and around the world, for 160 years and counting.

They are currently searching for a Senior Service Desk Analyst to join their customer service-driven Support Team based in their NY headquarters location.

As the Senior Service Desk Analyst – you will provide hands-on support for their New York City location and remote support to their users nationally. The ideal candidate is one that has extensive experience working in a fast-paced service desk environment including the business acumen required to provide executive-level support for their C-Suite and VIPs. The Senior Service Desk

Analyst will be the primary “go-to” for the VIP Service Desk, serve as an escalation point for others and should be a role model for what “great” looks like in terms of communication, prioritization and resolution for incidents and requests going above and beyond to exceed our client’s customer expectations.

To be successful, you will have extensive technical knowledge, a desire for continuous learning and process improvement and the ability to communicate effectively with both technical and non- technical users. You should be comfortable working independently, as part of a team as well as across multiple departments to determine solutions where applicable proactively and effectively.


  • Prioritize incident and service requests
  • Ensure processes are carried out in accordance with agreed standards or procedures:
    1. Record, classify and prioritize requests and incidents
    2. Identify and record incident symptoms, determine possible causes and either resolve or allocate for resolution.
    3. Ensure documentation of incident resolution, where it may be reusable is submitted into knowledge base.
    4. Verify with the affected Users that the service request/incident has been satisfactorily fulfilled/resolved and then close.
  • Be an escalation point for high priority requests and incidents
  • Provide technical mentoring and coaching of team members where appropriate
  • Contribute to internal IT and end user knowledge base content
  • Collaborate with all areas of IT to deliver exceptional in-house service and support
  • Participate in selecting corporate desktop/laptop hardware standards
  • Maintaining desktop/laptop and related equipment inventory


What you’ll support
  • Mobile Device Support (iOS, Android)
  • Windows and Mac Support
  • Microsoft Active Directory user and group management
  • Cloud-based solutions including but not limited to Office 365, Box, Smartsheet, Slack and Zoom
  • Microsoft end user software
  • HP & Lenovo Desktop/Laptop technologies
  • Antivirus technologies
  • CrashPlan Cloud Backup
  • Adobe product support
  • Mimecast Spam Filter Technologies
  • Cisco phone technologies
  • Conference room AV support
  • Printer support and maintenance
  • Salesforce support experience a plus


What you’ll need to be successful
  • Superior customer service mindset – the ability to be empathetic, accurate, resourceful, conscientious and operate with a sense of urgency
  • Treating people with trust, respect and compassion
  • Excellent judgment to prioritize customer issues based on their urgency and impact to
  • Working knowledge of support industry best practices for world class customer service in technical support/services environment – particularly Salesforce, ServiceNow or other support system, as well as Jira or similar
  • Communicating openly, honestly and acting with integrity
  • Excellent verbal and written communication skills
  • Ability to handle aggressive mission critical deadlines
  • Looking for any areas of improvement and suggesting changes
  • Ability to multitask
  • Welcoming new ideas


  • 5+ years in the end-user technology providing service desk services
  • Strong customer service and analytical skills required, including a passion for championing client experience
  • Experience working with the remote office and mobile


Preferred Education and Experience
  • Bachelors Degree, ITIL or Similar Certifications preferred
  • Experience providing VIP or Executive Level Support a plus

LMRE Tech consultant

Glenn Nicholson

Glenn Nicholson

+44 (0)20 3833 2248


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