Job Description

As a Jr. Desktop Support Analyst in our Norwalk, CT office, you will support the operational execution of the US Asset Management ticket queue.

Working with market-leading ITSM Service Management tools, you will be part of the Asset Management Team that supports DAN offices across the US, Canada, and South America.

The Asset Management Team supports the latest technologies within a customer-centric environment that provides customer satisfaction. It provides a digital gateway to service support and assets for our internal staff.

You will also contribute to new hire training, problem resolution, budgeting, and overall site function. You will report to the Senior Manager on the team.

Responsibilities

• Support all channels of engagement – phone, chat, self-serve, email
• Initiate the procedure for handling detected incidents. Includes recording details of the incident covering symptoms, diagnostic data about the related Configuration Item (CI). Help investigate problems and other requests for support. Monitor progress of requests for support and keeps users updated
• Provide interface with users, ensuring all information is provided for distribution of requested items. This includes making decisions on any problems regarding hardware and software, advising on known solutions, where applicable, and providing information on updates, known errors, and changes in availability.
• Respond to requests for assistance by providing information to help callers to solve simple and routine issues. Maintain accurate log entries of contact with resolution details and follow-up information. Allocates unresolved tickets by established escalation procedures.
• Provide users with advice on systems, products, and services available to them and provide information on updates, known errors, changes in availability
• Help develop and maintain the asset team support tools to meet Customer and IT Services needs
• Be part of a team who inputs and reviews the Service Desk Knowledge base that enables all Service Desk Analysts to follow documented processes and procedures

Qualifications

• Excellent Customer Service experience and focus
• Share relevant information with others. Aware of different sources of information, know where to go for what
• Work systematically and follow operating procedures.
• ITIL certified to Foundation level is desirable

Additional Information

The anticipated salary range for this position is $30,000-$47,725. Actual salary will be based on a variety of factors including relevant experience, knowledge, skills and other factors permitted by law. A range of medical, dental, vision, 401(k) matching, paid time off, and/or other benefits also are available. For more information regarding dentsu benefits, please visit dentsubenefitsplus.com

Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact recruiting@dentsuaegis.com if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.

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About dentsu
Dentsu is the network designed for what’s next, helping clients predict and plan for disruptive future opportunities in the sustainable economy. Taking a people-centered approach to business transformation, dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society.
https://www.dentsu.com/
https://www.group.dentsu.com/en/

We are champions for meaningful progress and we strive to be a force for good—for our people, for our clients, for the industry and for our society. We keep our people at the center, creating space for growth, understanding and learning so they can thrive. We embed diversity, in our mindset, in our solutions and in our teams to empower an inclusive, equitable and culturally fluent environment. Building this culture within our teams makes us better collaborators with each other and with our clients, driving better outcomes for all.

Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact your recruiter if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.