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Job Help Desk Associate

Company name
Bain & Company

Boston, MA

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Overview This position\u2019s primary role is to service the IT support needs of our user base in a demanding results-oriented environment. This role is expected to deal with the majority of calls and emails to the Help Desk using a variety of problem solving techniques, while maintaining a high level of customer satisfaction. A key component of the support operation at Bain is the use of the HD ticketing and inventory system. Associates will receive training on the ticketing system as well all of the other technologies and administrative process required to execute the duties of a Technology Services Group (TSG) Associate. This person will learn support skills in a pressurized environment and be able to expand their technical ability across a range of software, hardware, and mobile platforms. Responsibilities Develop the skills required to be the primary contact for IT related problems and issues for Bain employees Learn and develop the troubleshooting and resolution skills required to address hardware and software problems on computer systems and other supported hardware (mobile devices, phones, voicemail, projectors, etc.) Perform consistent follow-up with users to ensure complete resolution and user satisfaction Learn the inventory system and maintain accurate inventory database, repair log, and activity log Develop the skills to proactively identify and complete TSG projects that add value to the department and\/or our customers Become aware of and enforce TSG guidelines and policies to ensure data integrity, system reliability, and data security while providing essential flexibility to end users Learn the Bain image and PC configuration and testing process to build and deploy notebook and desktop computers Develop the skills required to support the varied Audio-Visual equipment your local office and in the other offices across the local region (Projectors, Videoconference Units etc) Use Active Directory and other Bain tools to create and manage user accounts and set permissions Develop best practices in the IT environment through experience sharing across the TSG staff in the other offices across the region and globally Learn to coordinate off-site repairs with external vendors Participate in Global projects on a requested and volunteer basis Work with other TSG staff members on local, regional, and global teams to test new applications, as well as system hardware and software upgrades Learn the materials to be able to lead end user training programs Provide off-hours, weekend and holiday coverage as needed Qualifications Excellent customer service skills are paramount to success in this position Empathy with the IT end-user experience Possess the aptitude or experience to provide proactive service to our customers Possess a results oriented approach to customer service Bachelor\u2019s degree in Computer Science, Management Information Systems or related field, or an equivalent combination of education, training and experience is required 1-2 years previous corporate experience is preferred Demonstrated interest and aptitude in technology and technical issues Communicate well with customers and members of the team, display a confident and self-motivated approach Strong time management and prioritization skills in a multi-tasking environment Ability to work well in a team environment, support other members of the TSG team as they support our customers Ability to be calm and think clearly under pressure Aptitude for analytical problem resolution, display basic troubleshooting skills and approaches Ability to occasionally work extended hours, including evenings and weekend hours to meet project deadlines or resolve issues

Company info

Bain & Company
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Company Profile
Bain & Company is one of the world's leading management consulting firms. We support companies in important decisions on strategy, operations, technology, organisation, private equity and M&A – cross-industry and cross-border. Together with its clients, Bain works towards achieving clear competitive advantages and upgrading enterprise value over the long term. Since our foundation in 1973 we have been measuring our success by the results of our consulting work. We advise global leaders on their most critical issues and opportunities: strategy, marketing, organization, operations, technology, digital, transformations and mergers & acquisitions, across all industries and geographies. Our unique approach to traditional change management, called Results Delivery®, helps clients measure and manage risk and overcome the odds to realize results.

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