JOB SUMMARY:
As a member of the Service Desk team, the technical support analyst acts as a central point of contact for all IT requests and problems. Facilitates problem resolution by fixing level 1 and some level 2 issues and escalating other issues to higher levels of support.
KEY RESPONSIBILITIES:
- Ensure customer satisfaction by logging and assigning an appropriate priority to all calls/requests. Keeps client updated on the status of problem resolution.
- Identify technology based problems and their root causes, and take responsibility for timely resolution, troubleshooting, and repair using proven tools, resources, and a variety of processes.
- Responsible for the installation, configuration, maintenance, and troubleshooting of desktop and laptop systems.
- Initiates escalation as appropriate to ensure management awareness of problems that are severe in nature or that exceed documented targets.
- Develop written documentation for new and existing procedures.
- Create and maintain knowledge base of articles used by IT resolver groups and Associates for self-help instructions.
REQUIRED SKILLS:
- Extensive knowledge of operating systems, computer/laptop/printer hardware installation and repair.
- Advanced knowledge of a wide variety of software applications, including but not limited to: MS Office, Outlook, Mobile Computer, Smart Phones/Blackberry, faxing, scanning, and other similar programs.
- Above average knowledge of computer networking (LAN) and troubleshooting of connectivity issues.
- Knowledge of service desk and customer service best practices
- Knowledge of ITIL standards and usage of ServiceNow or equivalent ITSM tool.
- Excellent communication skills, particularly via phone and email.
- Dedicated to high quality customer service and a working knowledge of enterprise-wide service delivery procedures.
- Strong problem-solving skills and inherent decision making abilities
EDUCATION QUALIFICATIONS:
High School
Some College