Description
The Analyst I – Technology Help Desk (Tier 1) will provide the first point of contact for our end users through phone, email, chat, and/or ticket system. For this reason, this role is classified as a Tier 1 Technology Help Desk position. The intention is to provide solutions for our end user community promptly as set out by the department service level agreements. In some cases, this role holder will assist in a dispatching capacity when the issue or request can only be fulfilled by a Tier 2 or Tier 3 team.
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
- Provides 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
- Undertakes 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
- Perform other tasks as may be assigned by management
Skills and Experience:
- Experience with 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: Must be able to speak and write fluent English with advanced grammar and composition skills (ability 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
- Ability to multi-task in a fast-paced and stressful environment