We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.
The Service Desk Analyst is a member of the Service Desk team. They are responsible for first level technical support of all supported applications. They will respond to user inquiries regarding incidents with applications, networks, platforms, and servers. In addition, they will answer questions via phone and electronic mail related to the use of supported software and hardware systems. They will escalate to L2 and L3 as appropriate. Additional responsibilities to include:
Provides technical support by phone and live chat to customers relating to effective use of technologies including computer, mobility, voice, network connectivity, and various software applications.
Support and maintenance of PCs including but not limited to:
Complete PC setup and deployment for new employees using standard hardware, images, and software.
Train new employees on the use of PC and other networked equipment using standard training documents.
Assign users and computers to proper business groups in Active Directory.
Perform timely workstation hardware and software upgrades.
Troubleshoot and resolve hardware, connection, and software issues reported
Coordinate with authorized vendor for PC hardware repair.
Monitor and remove virus, spy-ware, and other non-authorized software.
Maintain and/or coordinate local hardware inventory
Maintain local office network devices and print server
Install and upgrade network devices as required
Report server issues to appropriate networking teams and assist in troubleshooting
Setup and maintain network printers, scanners, and multi-function devices as well as facilitate repairs
Complete various projects and tasks as assigned as such:
IT focus groups
Remediation projects (OS and Hardware).
Reconciliation of licenses associated with locally purchased software.
Coordinate with local vendors for cabling, HVAC, phone system, printer/fax, and other IT related facilities maintenance.
Tasks related to potential office remodels or relocations
Support firm software
Support Desktop Management with post-mass deployment issues of standard software
Provide IT support for local software within region
Upgrade local server software as necessary
EDUCATION
degree in Information Systems, Business, or related field, or equivalent experience.
TECHNICAL/SOFT SKILLS
- Working knowledge of hardware and applications including but not limited to:
- Microsoft Windows OS, MS Office Suite, asset management, Microsoft Active Directory, computer imaging software, ServiceNow, endpoint security & protection, enterprise backup solutions, hard disk encryption software, PC hardware, printers, and other networked equipment.
SPECIAL REQUIREMENTS SPECIFIC TO JOB
Excellent verbal and written communications
Demonstrates a working knowledge of the technology tools required within assigned responsibilities
Effective organization and time management skills
Ability to manage multiple tasks
Strong attention to detail
Ability to handle constantly changing flow of traffic, remain productive during slow times, be able to multitask effectively during busy times and exercise patience and professionalism during stressful situations.
Ability to work in a highly collaborative environment and consult effectively with employees at all levels.
EXPERIENCE
1-3 years relevant experience in IT or Customer Service.
PREFERRED REQUIREMENTS
Bachelor’s degree
At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/india.html.
RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Indian Armed Forces; Indian Armed Forces Veterans, and Indian Armed Forces Personnel status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.
Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at careers@rsmus.com.
About
RSM is a global network of assurance, tax, and consulting experts with a significant presence worldwide. It boasts offices in over 120 countries and has a team of 57,000 professionals, emphasizing a client-centric approach deeply rooted in understanding the specific needs of each business. This approach enables RSM to empower clients to move forward confidently and realize their full potential. The firm offers a range of services, including audit and assurance, consulting, tax, risk advisory, IFRS, restructuring, transaction, and business and financial advisory solutions. They also provide specialized services like wealth management, IT consulting, legal advisory, forensic accounting, and human resource consulting. Their focus is on instilling confidence in a world of change, ensuring they provide more than just expert advice - they deliver a unique experience of being understood and supported through various business challenges and opportunities.
RSM US LLP, a member of the global RSM network, particularly focuses on the middle market in the United States and Canada. It stands as the fifth-largest accounting firm in the United States. Founded in 1926 by Ira B. McGladrey, the firm has grown significantly over the years, employing more than 17,000 professionals across 93 cities in the U.S. and Canada, with additional offices in India and El Salvador. Headquartered in Chicago, RSM US offers a wide range of services, including audit, tax, management consulting, risk advisory, technology consulting, and financial advisory services. The firm's history is marked by significant mergers and strategic shifts, including its separation from H&R Block and the subsequent reunification of its two entities, McGladrey & Pullen and RSM McGladrey. In 2015, the firm rebranded from McGladrey to RSM US LLP as part of a global rebranding initiative.
Military Support
Our VALOR (Veterans and Allies Leading Outreach) employee network group (ENG) encourages the recruitment, retention and success of veterans, active/reserve military members and their families within RSM and local communities. VALOR provides many resources to support the development of these individuals, while leveraging their skill sets to serve our clients.
VALOR supports and promotes advocacy for its members in their RSM and military aspirations. Members keep one another apprised of news and opportunities, and support employees still serving in the military when they’re deployed. VALOR supports local, regional and national activities to provide professional development, leadership skills, networking, business development and more to its members.
Commitment to inclusion:
We devote a full-time team exclusively to our culture of inclusion efforts to drive inclusion with our people, clients and the community. In addition, thousands of our people devote time to related internal initiatives, as well as to marketplace and community programs.
At RSM, we believe inclusion starts with “I.” This means each individual at RSM is committed to advancing racial understanding and inclusion across the firm and within our communities. To support our activities, we are sharing our internal resources for the benefit of our clients and others who want to drive meaningful change and create a more equitable future.
At RSM, we're all about a Power of Being You culture where each of us can bring our authentic selves to work each day. Understanding is at the core of our brand and it starts by understanding our people and their unique talents and aspirations. And when we all bring our individual talents and insights together, it strengthens our teams and enhances the insights we can provide to our clients. That’s the power of being understood, that’s the power of being you and that's one of the many reasons we champion an inclusive workplace.
Internships and RSM Excellence Academy
At RSM, you’ll be valued as an individual while interning with our firm. We recognize your accomplishments and unique potential, and mentor you as a future leader. By working directly with RSM professionals and leaders, you’ll move quickly along the learning curve to jump-start your career in accounting, consulting, or another part of the business.
Internships include orientation and training where interns will be prepared to work in client service through a combination of formal and informal training. Interns will recieve hands on expereince working with a variety of clients, while teaming up with RSM colleagues and leaders. RSM will provide interns with lunch-and-learn workshops, sporting events, and community service projects. Interns will gather with thier peers and co-workers to develop both personally and professionally. Interns ill be paired with both a navigator and a career advisor to help transition into their new role. The navigator is a peer aligned with you to help with questions. The career advisor ensures your experience meets your expectations and that you’re doing the right things to work toward that job offer.
The RSM Excellence Academy consists of a three-day summer leadership conference with a stipend and the opportunity to participate in an internship with RSM during the following summer. The Excellence Academy is open to all qualified students who are three years from graduation. The Excellence Academy is designed to align with RSM’s strategic pillar of driving an unrivaled, inclusive culture and talent experience. We recognize efforts of inclusivity and intend to develop outstanding business, accounting, and technology students for internships and full-time employment. Participants will have an opportunity to build relationships that will assist them in their educational and career development. We hope that this experience will provide students with an overall understanding of the professional services industry, RSM’s culture and the advantages of working in the middle market.