Service Desk / Application Support Analyst

The Service Desk / Application Support Analyst will research and diagnose issuesreported by internal teams and customers. They apply required troubleshootingsteps and implement solutions for those issues to meet contractual SLA. Tier1Application support team troubleshoot and develop technical solutions relatedto software and setup errors, and escalates problems requiring more in-depthknowledge to appropriate internal resources. They document troubleshooting andproblem resolution steps, and provide training to Tier1 resources as required.

Essential Responsibilities:

• Monitor multiple ticketing queues and email boxes for tickets assigned and process first-in first-out based on priority and severity.
• Communication with customers as required: keeping them informed of incident progress,
  notifying them of impending changes and fixes
• Provide support for Tier 2, including: Ticket updates, information gathering, customer communications and possible special projects.
• Receive phone calls directly from customers or clients. Provide first level support over the phone. (Depending on contract and customer)
• Proven incident and problem solving (troubleshooting) skills with an emphasis on a timely resolution.
• Good understanding of the web, mobile, database driven application design.
• Proven ability to deliver a superior support experience working directly with client’s technology teams and internal engineering.
• Enjoys learning and adapting to advancing technologies and procedural changes.

Job Requirements

Experience, Skills and Abilities:

• Understanding of basic networking
• Ability to identify the elements of a situation/ability to visualize, articulate and solve problems.
• Ability to communicate highly technical information to both technical and nontechnical personnel.
• Collaborative, flexible and adaptable
• Minimum two year’s customer service experience troubleshooting end user technology, both hardware and applications
• Strives to become a self-directed, productive team member, servicing a positive agent of change
• Knowledge of Microsoft desktop and server products as well as telecom, wireless, messaging and infrastructure software
• Successful candidates should possess basic technical skills in the following areas: PC hardware for workstations and laptops, Network troubleshooting, Windows operating systems, and applications such as Microsoft Office/Outlook products and Lotus Notes/ Smart Suite. MAC HW/SW skills also a plus.
• Has fundamental understanding of Internet usage and web technology including how to use search engines, navigate e-commerce sites (e.g., www.amazon.com, www.ebay.com), and set up and manage personal accounts (e.g., online banking, e-mail, social networking sites).
• Must have schedule flexibility to work monthly rotating schedules. There may be times when this position requires more than 40 hours per week.