IT Service Desk Analyst

About Alvarez and Marsal:

Alvarez & Marsal (A&M) is a global consulting firm with entrepreneurial, action and results-oriented professionals. We take a hands-on approach to solving our clients' problems and assisting them in reaching their potential. Our culture celebrates independent thinkers and doers who positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity—are why our people love working at A&M.

The Team

A&M is seeking a dedicated IT Field Services Support Specialist to join our Seoul office. This role is fully onsite and requires the right to work in the Seoul. As part of the core Field Services team, you will be supporting North Asia and International users by providing front-facing contact via walk-up desk, email, telephone, and remote tools for all technology-related problems. This team is integral to ensuring seamless technology operations across our global network, offering significant professional growth and impact within the organization.

There is a significant push towards AI and automation, so candidates with knowledge in this area would be advantageous. For the support desk team in the Seoul office specifically, AV experience—particularly with Cisco video conferencing devices—is a plus, as the team supports multiple meeting rooms.

To be successful in the role the incumbent will have to be confident and be able to communicate clearly and concisely with a wide range of stakeholders. Having the relevant experience with technologies and applications that we currently use (ServiceNow, Intune, O365, Teams etc.), as well as experience in a high volume professional services and/or consultancy environment is a requirement for this role as it supports quicker adaptation.

How You Will Contribute

• Facilitating walk-ups ServiceDesk and utilizing incident knowledge base platform (Service Now)
• Analyse, diagnose, document, resolve or escalate reported issues and outages
• Assist other depts within IT; engineering/operations, and infrastructure applications/hardware
• Configure, install, and troubleshoot laptops/mobile devices/printers
• Respond to all user support inquiries globally including primary office location

Support and troubleshooting include supporting MS office 2016 - O365 suites, Commvault, (Cisco Products: Jabber, WebEx, AnyConnect VPN, Call Manager CUCM ), JAMF (Mac deployment), Active Directory, Shared drive/Folder permissions understanding & troubleshooting, Bitlocker MBAM, SCCM, Video & Audio Conferencing administration, Apple iOS, Android, 2FA/MFA mobility support & VOIP connectivity troubleshooting, LAN connectivity troubleshooting, Mimecast, Intune, network printer support.

Qualifications

• Educated in the technology field preferred
• Some prior experience in help desk environment or tech support services
• Solid understanding of MS Office 2016-O365 (Outlook, Word, Excel, Power Point, etc.)
• Proven background with customer service and able to handle stressful / time-sensitive situations
• Telephone customer service experience required
• Fundamental understanding of PC hardware/software and connectivity components
• Experience with Windows 10-11 Operating Systems, Mac OS 13-15 experience is preferred
• Knowledge of MS Exchange, Active Directory, SharePoint
• Knowledge of LAN/WAN networking, remote access VPN technology, TCP/IP
• Good understanding of ITIL based structure
• Exposure to HP/Lenovo ThinkPad/ Dell/ MacBook/ iPhone/ Android/ hardware preferred
• Previous experience with an incident management/tracking system required
• Some weekend and afterhours support required, as well as light travel potentially
• Native in Korean, fluent in English and additional languages are a nice to have

We recognize that our people are the driving force behind our success, which is why we prioritize an employee experience that fosters each person’s unique professional and personal development. Our robust performance development process promotes continuous learning, rewards your contributions, and fosters a culture of meritocracy. With top-notch training and on-the-job learning opportunities, you can acquire new skills and advance your career.

We prioritize your well-being, providing benefits and resources to support you on your personal journey. Our people consistently highlight the growth opportunities, our unique, entrepreneurial culture, and the fun we have together as their favorite aspects of working at A&M. The possibilities are endless for high-performing and passionate professionals.