The Desktop Support Analyst is responsible for Infrastructure Systems related projects in their assigned business line(s).
The DSA seeks to understand the internal client’s business as well as their technology requirements. Duties include analysis of business requirements, assisting with business cases and ROI, as well as acting as project coordinator on all systems related implementations.
Responsibilities : Technical :
Monitor business unit technology needs by knowing the department and BBH strategic direction.
Acts as liaison between Systems technical staff and end users during trouble-shooting.
Provide 24x7 support on rotating basis.
Analyze processing methods and identify solutions through assessment of various system alternatives.
Identify technology opportunities that will affect specific BBH business area strategy and performance.
Measure customer satisfaction, the System organization's effectiveness and specific on-going needs of the business area.
Project Management / User Support :
Work with clients to manage and prioritize technical projects.
Manage moves, adds, changes of software and hardware for all BBH equipment, including equipment used on desktops, in test labs and training rooms.
Advise Desktop Support Technicians and Help Desk staff in trouble-shooting systems and equipment problems, identifying causes and recommending solutions.
Consult with System teams and vendors to determine department systems requirements and solutions.
Consult with other EUC technicians and DSA’s to determine system requirements.
Keep inventory DB update in timely manner per BBH policy
Perform annual attestation of physical inventory
Purchase and invoice tracking for proper process
Vendor management :
Manage vendor contracts for purchase and maintenance collaborate with supplier management and general office council team
Review cost and service level of vendor including hardware, software and market data service.
Bachelors degree in Management Information Systems, Computer Science, Information Technology, and / or equivalent work experience.
4+ years experience supporting PC hardware, op systems, software.
Fluent communication skills in both Japanese and English
Related business background a plus.
Knowledge of several operating systems.
Familiarity with LAN environments, Windows and GUI-based design.
Telecom system including dealing phone and voice recorder
Market data system and application
Analytical and problem solving skills.
Ability to use standard desktop tools effectively, including Microsoft Office and Lotus Notes.
Ability to work in a team environment.
Client service skills.