Technical Support Analyst

Job Description:

Responsibilities

• Work with internal customers to answer the Help Desk telephones in a professional, courteous, and timely manner. Provide technical assistance to end users for software applications, desktop/laptop computer hardware, and peripheral devices. Act as first point of contact to end-users. Apply general knowledge of hardware, custom and third-party software applications, networks, telephony systems, Windows AD, AS/400, and application security to analyze and prioritize issues. Work with Help Desk Supervisor in logging all calls in the Help Desk ticketing system. Escalate urgent problems for resolution to Supervisor or Management and documents resolution to reported problems
• Utilize knowledge bases and documentation to debug issues. Work with predefined procedures (escalation paths, service level agreement guidelines, definition of issue type, priority, and impact) for the Help Desk. Work with remote end users to debug issues and provides solutions or escalate issues as determined necessary. Work with end users to set expectations on time to resolve more complex issues and follows up with end users on status of issues
• Work with Help Desk team in sharing information on open issues requiring follow up with the technician who has the next shift or Second level. Perform other duties as assigned by management. You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Qualification & Experience

• Bachelor's degree in computer science, information systems or a related field
• 2+ years of experience working in end-user support and IT performance analysis role
• IT / ITES Voice/Chat and Email based Service Desk Experience
• Quick learner and able to multitask