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IT Client Service Analyst

2 months ago

Houston, United States Tundra Technical Solutions Full time

Responsibilities:

• Provide 1st, 2nd, and 3rd level technical support to end users by certifying, installing and maintaining desktops, laptops, related peripherals, mobile devices, TOIP phones, video conference systems, corporate standard software and specific line of business software; ensure proper functionality and adherence to corporate standards.

• Maintain and process tickets for Client Service Incident and Service Request resolution to meet customer expectations for resolution, escalation, and reporting.

• Provide training and guidance to end users regarding usage, policies, procedures and security on standard hardware and software.

• Ensure all incidents, Service Requests, Change Management processes are appropriately followed and communicated within target to satisfy SIA and departmental requirements.

• Advise other support staff members regarding difficult problems or Issues; offer assistance in resolution; escalate to other IT groups, internal and external.

• Participate and communicate with global TGITS teams, In particular the Mobility, Security, SCCM, and Workstation teams, to ensure coherence In the implementation and communication of TGITS global standards, processes, services, and solutions.

• Implement software Installation packages, security and OS patches, and application updates utilizing automated electronic distribution and manual installation as required.

• Lead and participate in transversal projects that may have complex tasks and require complex troubleshooting. Solutions delivered must be feasible and meet business objectives.

• Maintain and oversee End User hardware and software Inventories to meet customer expectations in terms of being up-to-date, accurate, recycled, and reportable.

• Develop and/or develop processes to improve the delivery of it services and support the business efficiently.

• Work autonomously on technical issues with minimal direction

• Have a strong understanding of cyber security, applications (on premise/cloud), and server/network infrastructures.

• Maintain 95% customer satisfaction for standard users and 100% customer satisfaction for VIP users

• Develop/Maintain PowerBI’s that benefits our service delivery and provide KPI’s to the business.