Job Description:
As a Junior IT Asset Analyst in our Norwalk, CT office, you will support the operational execution of the US Asset Management ticket queue. This position is temporary, for a six-month period.
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
• Be available full-time for six months

The hourly pay range for this position is $20.00 - $35.82. The hourly pay rate for the successful candidate is based on a variety of factors, including relevant experience, knowledge, skills, and other factors permitted by law. Temporary employees are eligible for paid holidays in accordance with dentsu policy, as well as safe and sick time. This position is not eligible for any other benefits or other compensation.
To begin the application process, please click on the “Apply” button at the top of this job posting. Applications will be reviewed on an ongoing basis, and qualified candidates will be contacted for next steps.

LI-LC1 #LI-Onsite

Location:
Norwalk - 50 Washington St
Brand:
Dentsu
Time Type:
Full time
Contract Type:
Temporary
Dentsu is committed to providing equal employment opportunities to all applicants and employees. We do this without regard to race, color, national origin, sex , sexual orientation, gender identity, age, pregnancy, childbirth or related medical conditions, ancestry, physical or mental disability, marital status, political affiliation, religious practices and observances, citizenship status, genetic information, veteran status, or any other basis protected under applicable federal, state, or local law.
Dentsu is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with us, please send an e-mail to
ApplicantAccommodations@dentsu.com
by clicking on the link to let us know the nature of your accommodation request and your contact information. We are here to support you

• 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 procedure