L2 Desktop Support Analyst

Responsibilities:

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users Classify Service Calls according to the specified options
• Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles
• Coordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolution
• Use the ServiceNow to document and manage problems and work requests and their respective resolutions and circumvention's
• Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps
• Troubleshoot client software and basic network connectivity problems remotely using Bomgar
• Identify, evaluate and prioritize customer problems and complaints
• Participate in on-going training and departmental development
• Maintain quality standards for incident documentation and phone calls

Skills:

• Customer-focused
• Thorough knowledge of troubleshooting remote access issues
• Excellent communication skills, (active listening skills)
• Able to articulate and speak with clear voice
• Diplomatic and must have interpersonal skills
• Able to understand the business’s objectives
• Able to understand and accept that the Customer’s issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field
• Must have empathy with end users
• Team player
• Professional code of conduct
• Must have a good understanding of the organization
• Must have basic technical knowledge of all technology used for the business processes.
• Able to deal with stress
• Good writing techniques (English)
• Good phone techniques (English)

Responsibilities and Duties:

• Accept & registers Service Calls
• Classify Service Calls according to the specified options
• Execute 1st attempt to solve the Service Call
• Refer Service Call to the appropriate Resolution Owner Support Group
• Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
• Escalate to the appropriate management level when thresholds are violated.
• Close Service Call
• Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
• Report about Service Calls
• Communicate response times for dispatched tickets to the customers
• Manage the entire service request process ensuring adherence to SLA
• Execute service requests such as setting up NT/Outlook accounts as per the SLA
• Process and send IT reports

Required Experience, Skills and Qualifications

Tech Skills:

• 3 years of Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following:

Windows Operating systems

Clients: Windows7, Windows Vista, Windows XP, Windows 2000

Servers: Windows 2000, Windows 2003, Windows 2008

• Knowledge of Active Directory, Exchange 2003/2007
• Knowledge of ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center, and ServiceNow
• Knowledge of Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting.
• Knowledge of Windows Native tools MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Knowledge of Internet browsers (e.g. Explorer, Chrome, Firefox)
• Current experience with troubleshooting VPN and remote dial-in users
• Support for laptop, desktops, printers, and apple products, and others: Adobe Acrobat and other common desktop applications like Winzip, etc
• Experience with troubleshooting VOIP issues
• Understanding how to read and collect log files for applications
• Experience with remotely installing software using PowerShell

Experience:

• Helpdesk: 2+ year (Required)
• 2 years of remote troubleshooting experience
• 1 year of call center experience
• Current A+ certificate or relevant hands-on experience