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. Cornerstone Research has been recognized by Inc. Magazine as a Best Workplace three times for its outstanding employee engagement, collaborative culture, and professional growth opportunities.

Responsibilities

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. Tracks problems from onset to resolution for all tickets received during mailbox shift and/or assigned directly to you.Mentors Tier I and Tier II team members.Supports remote access setup for consultants, provides expert support and escalated mobile device issues.Coordinates office moves, guest offices and conference room support with Facilities.Supports offsite business centers and 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 in IT Beta testing programs.Fills in for support needs as necessary and adheres to documented procedures and Change Management protocols.Provides service-oriented support and resolves problems to end-user satisfaction.Provides on-call support for Desktop Support and Expert Support in rotation.Performs tasks to resolve compliance issues outlined by Security and assists in troubleshooting security tools.Demonstrates flexibility and innovation with non-standard technology and support scenarios.Identifies areas where policies or procedures require change or new ones need to be developed to support active or new projects; defines best practices for solutions.Maintains technical skills with new and emerging technologies to enable productivity and improved processes.

Qualifications

5+ years of IT experience with increasing responsibility; professional services experience preferred.Exceptional hardware troubleshooting and diagnostic skills.Expertise in supporting Windows 10 in large-scale enterprise Microsoft Active Directory environments.Proficient knowledge of Microsoft server software, GP, AD, and system administration.Proficient knowledge of 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 365.Excellent knowledge of conference room equipment and support.CompTIA A+ and MTA current Windows version; MCSA and project management training preferred.Bachelor’s Degree in Computer Science or related field preferred (or equivalent combination of education and experience).

About Cornerstone Research

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 collegial, supportive atmosphere makes Cornerstone Research a great place to work. We invest in our people with meaningful learning and development opportunities and 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.

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