Senior Desktop Support Specialist

Senior Desktop Support Specialist page is loaded Senior Desktop Support Specialistremote type: On-sitelocations: London, UKtime type: Full timeposted on: Posted 5 Days Agojob requisition id: R66 Role Overview: Senior Desktop Support Specialist (London, UK - Onsite) If you're an experienced Desktop Support specialist seeking a role where your technical expertise and outstanding customer service skills can make a real impact, this opportunity could be for you! The Senior Desktop Support Specialist will act as an escalation point for the Desktop Support team members and must possess an advanced technical background to resolve all in-scope support services, including break-fix, deskside support, telecom support, new system installation and VIP support. The Senior Desktop Support Specialist will be assigned a daily senior shift which they will be responsible for monitoring the ticket queue with the Service Desk to ensure that there are no SLA breeches and that our support meets or exceeds defined professional quality standards.At Cornerstone Research, you will be part of a thriving, 1,000-strong team that spans nine offices, comprises more than 55 nationalities, and leads the industry in its commitment to develop team members across all levels. Inc. Magazine has recognized Cornerstone Research three times as a Best Workplace for its outstanding employee engagement, collaborative culture, and professional growth opportunities. You'll Love It Here If You: Embrace learning and continuous improvement Set and strive for a high bar of excellence Believe that teamwork leads to success: ask us what it means to be ! Take pride in always doing your best work, even if it's harder or takes longer Are passionate about what you do How You'll Help Our Team Succeed: Provides excellent local and firm-wide support to end-users as assigned. Monitors ticket queue during assigned senior shift to ensure that all tickets are handled appropriately. Responsible for tracking problems from the beginning through resolution for all tickets received during mailbox shift and/or assigned directly to you. Mentors and Tier I and Tier II team members. Supports remote access setup for consultants, provides expert support and escalated mobile device issues. Works with Facilities to coordinate office moves, guest offices and conference room support Supports offsite business centers, off-site events for Marketing and Talent, must visit offices as assigned. Performs adds, moves, changes, new extensions and ticket escalations to telecom support vendor. Participates and contributes to IT Beta testing programs Responsible for stepping in and filling any support needs as necessary. Promptly, completely, and accurately adopts all documented procedures and workflows. Follows Change Management protocols. Provides competent, service-oriented support and resolve problems to end user satisfaction. Provides on-call support for Desktop Support and Expert Support in rotation. Performs necessary tasks to resolve any compliance issues outlined by Security. Works with Security to assist in troubleshoot security tools. Demonstrates flexibility and innovation when challenged with non-standard technology and/or support scenarios. Recognizes and identifies potential areas where existing policies and procedures require change or where new ones need to be developed to support active or new projects. Defines best practices for supporting recommended solutions. Maintains technical skills covering appropriate new and emerging technologies that enable business productivity and improved process procedures. What You'll Need to Be Successful: 5+ years of IT experience that demonstrates increasing capability and responsibility; professional services experience preferred. Exceptional hardware troubleshooting and diagnosis skills. Expertise in supporting Windows 10 in large scale enterprise Microsoft Active Directory Environment. Proficient knowledge of Microsoft server software, GP, AD, and system administration. Proficient knowledge in Microsoft Endpoint Configuration Manager. Excellent knowledge of CLI, VPN, remote access and wireless technologies. Proficient knowledge of LAN/WAN networking technologies. Ability to thoroughly follow SOPs, checklists, and other instructions. Advanced knowledge of Active Directory, Cisco UC (including Jabber), Mobile Device Support, and VPN. Excellent knowledge of Office O365. Excellent knowledge of conference room equipment and support. Comp TII A+ and MTA (Microsoft Technology Associate) current Windows version required; MCSA (Microsoft Certified Solutions Associate), and project management training preferred. Bachelor's Degree in Computer Science or related field preferred (or equivalent combination of education and experience). Who We Are: Cornerstone Research provides economic and financial analysis and expert testimony in all phases of commercial litigation and regulatory proceedings.We work with a broad network of testifying experts, including leaders from academia and industry, who are recognized for their depth of knowledge, accomplishments, and research. Our staff consultants contribute expertise in economics, finance, accounting, and marketing, as well as business acumen, familiarity with the litigation process, and a commitment to produce outstanding results.We're looking for passionate individuals who share our firm's core values and can bring varied perspectives and experiences to our team. The firm's uniquely collegial, supportive atmosphere makes Cornerstone Research a great place to work. We invest in our people in a host of ways, from providing meaningful learning and development opportunities to organizing memorable social events. To many, our culture and our people are the most exciting, enriching aspects of a Cornerstone Research career. Equal Employment Opportunity: Cornerstone Research provides Equal Employment Opportunities to all employees and applicants for employment without regard to legally protected categories, such as age, sex, gender, gender identity, race, color, creed/religious belief, medical condition, predisposing genetic characteristics or genetic information or testing, disability, marital status, pregnancy status, military status, veteran status, arrest or conviction record (except where permitted by law), sexual orientation, ethnic background, citizen status, ancestry, national origin, or any other consideration protected by federal, state or local law.Cornerstone Research is a leading firm providing economic and financial consulting to attorneys and companies involved in complex commercial litigation and regulatory proceedings. We work with prominent academic and industry experts to provide our clients with state-of-the-art analyses and have a reputation for excellence and effectiveness.Our talented consultants are supported by a passionate team of corporate and administrative professionals. Together, we provide our clients and employees with the highest level of service and work experience.