Unique Positions

The Goldman Sachs Client Services Response Analyst will be responsible for providing world class technical support to our global user community. The team works in a fast-paced Windows platform environment, providing 24x7 support for all regions and business units within the firm. In this role, the individual will be required to provide a high level of customer service to our internal user community, utilizing their technical, communication, and service oriented skills.

Client Services Workplace Response Support analyst: In this role, the individual will focus on the following areas:

• Work as part of a team providing support to global business units and the technology community

• Provide phone support for troubleshooting basic Windows and Citrix based platforms and applications

• Help internal clients navigate in-house developed applications and Tools

• Assist internal clients with audio video, teleconferencing and training reservations

• Direct users to the appropriate Subject Matter Expert to resolve complex or business-specific issues

• Provide triage support for all hardware and peripherals related to the Workplace environment

• Timely entry, updating, and closure of all tickets and issues

• Adhere to established service levels, quality standards, and best practices

• Documentation collaboration with the global technology community

• Ability to train end users via the phone, in real time when necessary

• Identification of reoccurring issues which may require root cause analysis

• Knowledge of 3 or more of the following products (with the ability to be trained on the remaining) are required to provide high quality support: Microsoft Office Suite (Excel, Word, PowerPoint, Access, Visio, and Project), Microsoft Outlook and Exchange, Microsoft Sharepoint, Citrix Terminal Server troubleshooting, Mobile technologies (Blackberries, Citrix, VPN), Market Data applications (Bloomberg, Reuters), Active Directory administration, Basic networking (DHCP, DNS) and Audio conferencing and Voice related support

Required Skills

The candidate should also meet these additional requirements:

• Exceptional verbal and written communication skills
• Fluency in Japanese, Mandarin or Korean is a major plus
• Technical proficiency with Windows platform
• Some technical background across infrastructure technologies, e.g. network, voice, unix
• Must be able to efficiently document process and procedures
• Teamwork – This position involves not only working well with others within one team but with many resolution groups globally.
• Ability to work independently, analyze problems, and make decisions with minimal management intervention
• Proactively involve key technology infrastructure teams when necessary
• Ability to anticipate potential obstacles and develop contingency plans to overcome them
• Awareness of new and existing technologies, architectures, and best practice
• Ability to manage multiple issues simultaneously in high pressure environment where change is commonplace.
• The ability to work within an open, consensus based organization
• Individual must be able to handle multiple interrupts and be able to multi-task effectively
• Ability to diligently follow standards and best practices for many different technology areas
• Adhere to the firm’s basic business principles
• Shift work flexibility
• The individual must have 3-5 years of Industry experience

Please note that we will only respond to those resumes for which we have an interest. Goldman Sachs is an Equal Employment Opportunity Employer and does not discriminate in employment on the basis of age, race, color, gender, national origin, disability, veteran status, or any other basis that is prohibited by applicable law.

How to Apply:
Apply online through the Americas Experienced Hire Application System 

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