The IT Support Analyst provides high-quality customer service to the client, responding to requests and issues accurately and promptly.
The role requires the capacity to provide, manage and administer accesses to certain application / s with 100% accuracy (in compliance to strict security standards of the client).
Additionally, it is important to follow documented instructions with full attention to detail and quality of work.
Work may include 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.
Depending on the need, IT Support Analysts will have direct interaction with 2nd / 3rd level technical teams, the client user base and others.
Essential Job Functions :
Handle access requests for supported web-based applications
Perform daily work quality check to ensure that output is compliant to the strict security standards of the client
Log Service Requests and Incidents accurately and timely
Provides first line investigation and diagnosis of incidents and requests
Troubleshoot 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 issues being worked
Provide coverage via all modes of communication : telephone, chat, e-mail or other methods as required
Participate in required training for improvement of technical and interpersonal skills
Position Requirements :
Previous IT call center experience (telephone, chat, e-mail)
Very strong English communication skills written and verbal
Solid experience in handling tickets using a ticketing system / web-application
Familiarity with Microsoft Office and SharePoint
Solid working knowledge of the Windows Operating System
Excellent communication skills, both written and oral
Superior problem solving and troubleshooting skills