IT Support Analyst

New York, NY, United States

Project Summary - Cellphone Phones to be upgraded in customer environment for close to 700 employees. The Requirement is to

Maintain Inventory of the Cell phones.

Image the Cell phones with the Blackberry UEM MDM solution.

Install the Basic Apps with the users and activate.

Daily Tasks

• Schedule the exchange with the user.

• Test to ensure they understand the usage and provide any assistance.

• Update the Service now inventory as a configuration record

• Wipe the old cell phone

• Provide any assistance to user with Questions.

• Document all the common FAQs in a repository.

• Update the Daily deployment Tracker.

• Take Full responsibility of Deployments and Raise any issues in advance.

• Interpret, analyze, research and resolve complex-to-moderately complex incidents.

• Work effectively with end-users, gain their confidence, understand their technical and operational needs and translate them into viable technical solutions (Be a solution provider, not just a ticket closer).

• Perform steps to onboard and offboard CUSTOMERS employees/consultants/interns.

• Consistently apply customer service best practices to ensure customer satisfaction.

• Accurately and thoroughly document all incidents in the service management system.

• Follow-up and follow-through with the customer and IT support groups as required to move incidents to a quick resolution.

• Comply with all ITS and IT Infrastructure policies and processes.

• Achieve outcomes with available resources and within set time frames with little or no direct supervision.

• Own activities around reducing number of repeated incidents while working with respective teams.

• Build and develop positive relationships.

• Engage in project-related work appropriate for technical knowledge and competency.

• Consistently promote, adhere to, and support the standards of CUSTOMERS ITS.

Specific Responsibilities:

Provide level II desktop support via phone/chat/deskside for all CUSTOMERS employees/consultants/interns on standard CUSTOMERS desktop hardware, software and peripherals, telephony and mobility solutions.

• Interpret, analyze, research and resolve complex-to-moderately complex incidents.

• Process assigned support requests within established service level.

• Use various resources and good judgment to escalate unresolved incidents to the appropriate IT support groups for resolution.

• Follow-up and follow-through with the customer and IT support groups as required to move incidents to a quick resolution.

• Compliance with all ITS policies and processes.

• Compliance with established asset management recording procedures.

• Engage CUSTOMERS ITS Desktop Support Lead as necessary to solve incidents and escalate customer grievances.

Knowledge Management

• Participate in the maintenance of the support knowledge base and knowledge documents.

• Engage in project-related work appropriate for technical knowledge and competency.

Recordkeeping

• Update Service now in the service management system, ensuring a complete and detailed history for each incident and small-scale change request.

• Follow established standards for identity management.

Service Delivery

• Promote, adhere to, and enhance the ITS processes, procedures and IT standards ensuring highest quality and with the highest level of efficiency and customer satisfaction.

• Establish and maintain effective partnerships with users, business lines, IT infrastructure, application development and support groups, and external vendors.

• Demonstrate care with follow-up and follow-through on reported incidents and establishing rapport in all interactions.

• Take personal ownership and pride in taking action on issues and in following through on commitments to completion.

• Achieve outcomes with available resources and within set time frames with little or no direct supervision.

• Seeks to be proactive in identifying and eradicating technical problems before productivity loss.

Service Delivery (cont'd)

• Build and develop positive relationships.

• Conduct formal and informal customer training and develop technical orientation and new analyst training materials, as needed.

• Identify and recommend process improvement initiatives to ITS Desktop Support Lead.

• Consistently apply customer service best practices to ensure customer satisfaction.

• Consistently promote, adhere to, and support the standards of CUSTOMERS IT.

Competencies:

• Providing level I/level II technical support in an enterprise IT Service Desk/help desk environment.

• MDM solutions like Blackberry UEM is mandatory

• Desktop / tablet / mobile device patching and reconciliation

• iOS and Android mobile devices

• Active Directory

• Exchange Console

• ServiceNow for Incident, Knowledge, Problem, CMDB

• Excellent verbal and written communication skills

• Excellent customer service skills

• Professional presentation

• Telephone etiquette

• Strong problem solving and decision making skills

• Strong attention to detail

• Time management

• Ability to build and develop positive client relationships.

• Ability to effectively convey complex information to all audiences.

• Ability to multitask while meeting time constraints and maintaining quality.

• Ability to maintain composure and diffuse difficult situations.

• Ability to work independently with minimal supervision.

• Ability to work as part of a team environment.

• High level of enthusiasm, motivation, initiative, sense of urgency and personal integrity.

• Ability and willingness to work a flexible schedule.

• Ability to lift and carry 40 lbs. without difficulty or injury.

Qualifications:

• 2 - 3 years prior service desk experience, preferably with progressive level of responsibility.

• Bachelor's degree or relevant work experience.

Published on 24 Aug 2022, 1:59 PM