Description
The Technology Help Desk Analyst will be the first point of contact for the end users through phone, email, chat, and/or ticket system. This position is classified as a Tier 1 Technology Help Desk role. The aim is to promptly provide solutions for our end user community as outlined by the department's service level agreements. In some cases, the role-holder will assist in dispatching when the issue or request can only be handled by a Tier 2 or Tier 3 team.
Main responsibilities:
- Provide initial assessment, basic to intermediate level troubleshooting, and where possible, provide resolution of inbound issues
- Record, track, monitor, and follow-up SLA breaches of incidents and service requests following the defined Incident Management Process
- Provide an accurate record of each incident description and resolution
- Manage resolution of issues efficiently and professionally manifested by a higher level of customer satisfaction
- Identify and report potential Major Incidents and Problems to the Team Lead for onward escalation to the appropriate team
- Escalate and coordinate unresolved incidents to the appropriate support team by consistently following defined escalation procedures
- Provide on-time status and communication to end users regarding outstanding and resolved incidents
- Perform day-to-day tasks and assignments, in compliance with required targets and metrics
- Maintain a strong working knowledge of supported systems and continually strive to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives
- Communicate technical or operational issues encountered during the shift
- Recommend improvements and updates of KB articles
- Be familiar with and follow Technology procedures, policies, and processes diligently and accurately
- Provide back-up support for other team members, as required
- Undertake assigned initiatives and projects and actively participates in improvement initiatives regarding tools and processes
- Perform simple to intermediate level tasks but not limited to:
- M365 systems
- Email and Exchange Admin Center (EAC)
- Active Directory Administration and Management
- Network Account Lockout Tracing and resolution
- Network remote connection and Multi-Factor Authentication
- Intune and mobile management
- Administration and support of 70+ firm-wide used systems and applications
- Participate in weekend support rotation schedule
- Perform other tasks as may be assigned by management
Skills and experience:
- Experience in Technology Help Desk in an enterprise environment following/aligned to ITIL best practices
- Good process methodology experience
- Has the drive and ability to see problems through to resolution
- Thoroughness in terms of following defined processes diligently and accurately
- Can quickly learn and understand new technology and applications
- Has initiative, a sense of responsibility, and commitment to work
- Has good customer service skills
- Good interpersonal skills and ability to work in a team environment
- Communication skills: excellent written and spoken English communication skills, with advanced grammar and composition skills (able to communicate in German and French is an advantage for a role in the Belfast Center; Spanish mandatory and Portuguese desired for a role in the Buenos Aires Center)
- Willing to work overtime as necessary
- Willing to work on shifting schedule
- Able to multi-task in a fast-paced and stressful environment