Desktop Support Analyst at Charlotte, NC.
Company: Tekfortune Inc
Location: Charlotte
Posted on: May 8, 2024
Job Description:
Job title: L2 Desktop Support Analyst
Location: Charlotte, NC(Onsite)
Responsibilities:
- Provide hardware / software / network problem diagnosis /
resolution via telephone/email/chat for customer's end users
Classify Service Calls according to the specified options
- Route problems to internal 2nd and 3rd level IT support staff
using knowledge base articles
- Coordinate with level 2 and 3 and support staff that provide
hardware / software / network problem resolution
- Use the ServiceNow to document and manage problems and work
requests and their respective resolutions and circumvention's
- Responds to telephone calls, email, instant messages, and
assigned tickets from incident dispatchers; Assign work orders /
incidents to appropriate support teams if necessary and follow up
until resolved.
- Respond to, and diagnose, problems through discussions with
users, including problem recognition, logs, research, isolation,
resolution, and follow-up steps
- Troubleshoot client software and basic network connectivity
problems remotely using Bomgar
- Identify, evaluate and prioritize customer problems and
complaints
- Participate in on-going training and departmental
development
- Maintain quality standards for incident documentation and phone
calls
Skills:
- Customer-focused
- Thorough knowledge of troubleshooting remote access issues
- Excellent communication skills, (active listening skills)
- Able to articulate and speak with clear voice
- Diplomatic and must have interpersonal skills
- Able to understand the business's objectives
- Able to understand and accept that the Customer's issues affect
the business and that without the Customer there is no support
department and that the Customer is an expert in their own
field
- Must have empathy with end users
- Team player
- Professional code of conduct
- Must have a good understanding of the organization
- Must have basic technical knowledge of all technology used for
the business processes.
- Able to deal with stress
- Good writing techniques (English)
- Good phone techniques (English)
Responsibilities and Duties:
- Accept & registers Service Calls
- Classify Service Calls according to the specified options
- Execute 1st attempt to solve the Service Call
- Refer Service Call to the appropriate Resolution Owner Support
Group
- Tracks the progress of an owned Service Call during entire
lifecycle (from start to end, register to close) to ensure that it
is resolved within the agreed Service Level Agreement (SLA) and
updates Service Call records if necessary. (Note: is responsible
that the solution is created but is not necessarily responsible for
the solution itself).
- Escalate to the appropriate management level when thresholds
are violated.
- Close Service Call
- Communication (internally / externally) about Service Calls,
e.g., communicates the status of the Service Call directly with the
customer or broadcasts to a larger audience as defined per
SLA.
- Report about Service Calls
- Communicate response times for dispatched tickets to the
customers
- Manage the entire service request process ensuring adherence to
SLA
- Execute service requests such as setting up NT/Outlook accounts
as per the SLA
- Process and send IT reports
Required Experience, Skills, and Qualifications
Tech Skills:
- 3 years of Technical helpdesk or technical call center
experience is necessary.
- Disciplined, systematic problem-solving skills required.
- Hands-on work experience with the following: Windows Operating
systems
Clients: Windows7, Windows Vista, Windows XP, Windows 2000
Servers: Windows 2000, Windows 2003, Windows 2008,
- Knowledge of Active Directory, Exchange 2003/2007
- Knowledge of ITSM ticketing tools such as Remedy, Client
Service Center, client Service Center, and ServiceNow
- Knowledge of Remote desktop connectivity applications like SMS,
Bomgar, WebEx, Live Meeting, and Windows Native tools MS Office
Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint,
MS-Outlook, MS Project, and MS Visio
- Knowledge of Internet browsers (e.g. Explorer, Chrome,
Firefox),
- Current experience with troubleshooting VPN and remote dial-in
user
- Support for laptop, desktops, printers, and apple products, and
others: Adobe Acrobat and other common desktop applications like
Winzip, etc
- Experience with troubleshooting VOIP issues
- Understanding how to read and collect log files for
applications
- Experience with remotely installing software using
PowerShell
Experience:
- Helpdesk: 3 years (Required)
- 3 years of remote troubleshooting experience
- 2 year of call center experience
- Currently A+ certificate or relevant hands-on experience
Keywords: Tekfortune Inc, Spartanburg , Desktop Support Analyst at Charlotte, NC., Professions , Charlotte, South Carolina
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