Technical Support Analyst
1 week ago
Essential Qualifications:
Minimum of 2 years of experience in a Helpdesk, Service Desk, or Desktop support capacity, specifically focusing on remote assistance.
Proficient troubleshooting skills across various devices including phones, printers, and laptops.
Familiarity with Microsoft Outlook or Lotus Notes is required.
Experience with Active Directory, including policy creation and modifications.
Knowledge of SCCM is advantageous, particularly in remote management capabilities.
Desirable Skills:
- ITIL Foundation certification.
- Background in the Banking or Financial sector.
- A+ or Network+ certifications.
Role Overview:
This position involves providing advanced technical support for escalated tickets from level 1 support staff. Candidates should possess enhanced technical expertise and may be tasked with conducting root cause analysis for issues.
Responsibilities include:
- Managing escalated tickets efficiently.
- Taking ownership of complex technical challenges.
- Engaging with chat queues and unassigned ticket queues.
- Identifying and documenting process gaps in ticket handling.
- Recognizing documentation deficiencies that may have hindered first-contact resolution.
- Handling inbound Service Desk calls during peak periods as needed.
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