IT Support Analyst, Associate|6993 IT Support Analyst, Associate|6993

Job Description : Top 5 Required Skills

1. Customer Service - The ability to effectively identify and address key customer needs. This includes leading others to maintain focus on customers and seeking information to uncover a true client need.

2. Documentation - The ability to document solutions to basic IT issues by using standard policies and procedures.

3. Collaoration - Fosters working together by establishing, communicating, and reinforcing shared values, norms, and objectives.

4. IT Knowledge - Basic understanding of IT-related content knowledge to carry out work tasks.

5. Troubleshooting - The ability to resolve end-user hardware, software and networking issues by implementing a progressive troubleshooting methodology.

Technologies : What does this temp must know to perform the required job duties

• Microsoft Products - Windows, Office (Outlook, MS Teams)
• Basic Networking - Basic understanding for how networks work. (Home routers, wireless access points, network topology)

Required Education :

Required Years of Experience :

Physical Requirements

Driving Requirements : Please complete below :

Job Description

Provide first level support to resolve problems with products, applications, and devices through incoming incoming phone calls, Chats, and Emails

Utilize current problem management and knowledge management software in accordance with standard operating procedures to track all inbound calls, incidents, and service requests

Actively listen to end user requests, confirm an understanding of the issue, diagnose the problem, provide an accurate and well thought out solution

Supports documentation of details of incidents, status of service requests, and resolutions, and follows escalation procedures.

Collaborate with peers, leads, and various escalation groups to troubleshoot and resolve customer issues. Contacts are primarily within immediate work group.

Supports efforts to meet key performance indicators (e.g., performance, availability, capacity).

Seeks out learning opportunities and feedback to increase own knowledge and skill using internal training resources.

Provide feedback regarding knowledge base articles and procedures

Associate needs to be aware of Call, Chat, and Email queues, as well as work related email and the overall status of the department. Utilize mail lists and group chats to keep informed of outages, issues and policy changes

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