Job Summary
The IT Support Analyst provides high-quality customer service to the client, responding to requests and issues accurately and promptly. The role requires detailed and in-depth knowledge of the client applications including use of software or infrastructure components. Work may include assistance with access requests, financial processing, work order management, project management, and related software. Responsibilities vary by client but may include security administration, troubleshooting software, providing guidance to the user base, and working with client support teams to address technical issues. IT Support Analysts will have direct interaction with 2nd /3rd level technical teams, the client user base and others.
Essential Job Functions:
- Support multiple proprietary web-based applications
- Log Service Requests and Incidents accurately and timely
- Provides first line investigation and diagnosis of incidents and requests
- Troubleshoot moderate to complex issues and requests as they relate to client technologies
- Troubleshoot the cause of problems and act to prevent problems from recurring
- Resolve issues in the prescribed time limits; otherwise escalate to appropriate level 2 personnel and follow standard operating procedures as agreed upon with the client regarding ticket ownership
- Participate in Continual Service Improvement in the areas of issue resolution efficiency, data accuracy, escalation accuracy, response times, and customer satisfaction
- Help to maintain the Knowledge Base by documenting known errors, workarounds, procedures, and application specific information
- Report statuses, issues, and timelines to management staff for critical issues being worked
- Provide coverage via all modes of communication: telephone, chat, e-mail or other methods as required
- Participate in required training for both technical and interpersonal skill
Position Requirements:
- Previous IT call center experience
- Strong English – written and verbal
- Familiarity with Microsoft Office a SharePoint
- Solid working knowledge of the Windows operating system
- Excellent communication skills, both written and oral
- Superior problem solving and troubleshooting skills
- Bachelor's Degree
