Service Desk Lead

Service Desk Lead

Toppan Merrill is a global technology leader committed to simplifying the complexity of regulatory disclosure and communications. We offer the most intuitive end-to-end SaaS platform for complex compliant content creation and enhancement of multi-stakeholder collaboration. Our industry leading technology is backed by what we are best known for: unmatched market expertise and unparalleled customer service. Toppan Merrill is a leading partner for the financial, legal, health and capital markets.

The Service Desk Lead responds to support requests via ticketing systems, MS Teams, and email regarding computer hardware, software and connectivity. This position applies advanced troubleshooting skills to resolve issues and directs advanced requests to the appropriate support area. A successful candidate will have excellent problem-solving and communication skills and a strong customer-centric attitude. The environment is fast-paced with frequent change.

Essential Duties And Responsibilities

1. Provide customer service for external clients experiencing issues accessing Toppan Merrill systems.
2. Provide first point of contact for personnel with questions or problems using Toppan Merrill Systems, computer equipment, and networks.
3. Responds, evaluates, and prioritizes incidents and service requests received via telephone, self-service and e-mail, for users' computer performance or issues with Toppan Merrill systems.
4. Performs diagnostics with user to collect information about issue to determine source of error and either resolves the issue with the user or assigns incident to appropriate IT team for resolution.
5. Logs and tracks incidents using incident management database and maintains history records and related problem documentation.
6. Records resolution information in help desk knowledge management database.
7. Analyzes and corrects issues using documented procedures, available tools, and personal knowledge and skills.
8. Ensures timely resolution/referral of user issues by documenting the impact to the user and by assigning an appropriate priority and resolution goal.
9. Provides password administration on several systems for users.
10. Resolves remote access issues, printing issues, and networks connectivity issues.

Minimum Experience

• 4-6 years' experience in a support role
• Experience managing work distribution in a support environment
• Leadership aptitude

Additional Requirements

• Excellent problem-solving, communication (verbal and written) and a strong customer-centric attitude
• Proficient with software support
• Experience training others
• Ability to communicate effectively both written and oral and with all levels of management and peers
• Ability to adapt and respond quickly to situations
• Strong Problem solving and troubleshooting skills
• Strong analytical and organization skills
• Ability to be flexible and adapt to change
• Must be able to work a flexible schedule (some nights and weekends)
• Proficient in creating documentation in Word, Excel, PowerPoint, etc
• Can think out of the box to creatively solve problems or suggest improvements but can also champion and uphold policy and procedure.

We understand that your skills deserve recognition. That's why we offer a competitive pay scale ranging from $95-105k annually, based on experience and expertise. We believe in compensating our dedicated team members fairly for their hard work and commitment. Please note that actual salaries may vary within, above, or below this range based on factors such as education, training, experience, professional achievement, business needs, and location.

Toppan Merrill strives to provide our employees and loved ones with competitive benefits including: Enhanced Medical, Dental, Vision and Life insurance for employees and dependents; Employer Contribution to Retirement Savings Plan; Paid time off including vacation, sick, community involvement, bereavement, jury duty, and holidays; Paid parental leave; Paid community involvement/volunteer days; Wellness Resources and Employee Assistance Programming.

Toppan Merrill is an equal opportunity/affirmative action employer. Qualified individuals, including qualified women, minorities, individuals with disabilities and veterans, are encouraged to apply.