Technical Service Analyst
Technical Service Analyst: (Bachelors degree or 2-3 years experience):By coordinating, diagnosing, and troubleshooting incoming employee calls, provides support services to employees with technical problems and information technology issues involving desktop, laptop, or network services from local personnel or from employees using network remote accessResponsible for timely resolution of problems or escalation on behalf of customer to appropriate technical personnelProvides case status updates to management and end-usersSupports and maintains effective relationships with usersDevelops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT supportWorks on problems of moderate scope where analysis of situations or data requires a review of identifiable factorsExercises judgment within defined procedures and practices to determine appropriate action.Experience providing face to face support to a corporate customer baseRequired Experience SupportingMicrosoft O365 SuiteVPN-Remote ConnectivityMobile Device ManagementActive Directory- 3+ years of experience within a technical support role- Proven ability to diagnose and troubleshoot technical issues.- Experience working with ticketing systems to manage and document support requests.- Basic understanding of networking principles.- Aanalytical skills to assess, prioritize, and resolve issues efficiently.
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