Resolution Support Analyst II

Description & Requirements

As a Resolution - Support Analyst II, you will provide enterprise-level assistance to our end users remotely. This role provides support and incident management for a variety of IT related concerns across multiple businesses and level of users. Functions include but are not limited to troubleshooting hardware and software related concerns, phone support, access requests and printer issues. This is a customer service-oriented role, and a strong focus will be placed on appropriately communicating and following-up with impacted users. This role is a main point of contact for IT queries and an escalation point for Response. This role will also serve as a higher general technical support analyst during high call volume periods by taking incoming requests. This role will also have a shared responsibility of extended support which may include On-Call evening, weekend, and holiday shifts.

How you will contribute:

• Achieve and maintain high quality in work, client relations and team relations by delivering excellent customer service by phone, email, instant messaging, and video conference
• Act as initial contact for internal and external customer technical support required for hardware and software, telephone, network, operating system, printing, and Internet access problems
• Adhere to written procedures, checklists and all quality control associated with project deployments
• Direct requests and unresolved issues to their manager and escalate complex or unresolved incidents to technical team
• Record details of actions taken inquiries, comments, and complaints
• Contributes to the content in Self-help catalog, Known Error DB and Knowledge Base
• Promote the use of self-help catalog and references Knowledge Base before escalating
• Identifies ITIL defined problems and submits potential problems to Problem Manager (Resolution Manager)
• During change, acts systematically to respond to day-by-day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements
• Investigate end-user problems and attempts to identify their source
• Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from Response
• Develop Checklists for typical problems and submit solutions to knowledge base
• Investigate end-user problems and identifies their source; determines possible solutions; tests and implements solutions
• Promptly allocates unresolved calls as appropriate
• Responsible for keeping the end user informed of status of their ticket and to set realistic expectations
• Effectively manage backlog to assist in meeting departmental goals
• May perform installs, upgrades, moves, and changes for computer hardware, software, printers, and other peripheral devices

We are looking for people who have Forward Vision and:

• Effective customer service skills
• Ability to retain and protect confidential material
• Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives
• Excellent written and verbal communication skills

Minimum Qualifications:

• Candidate must be currently enrolled in a technical/computer science related program or must possess relevant support center work experience
• 4 years or more of customer service in technical environment or equivalent training
• Strong technical knowledge of PCs, laptops, printers, and peripheral hardware devices required
• Strong working knowledge of Windows, Microsoft Office, communications software, virus protection, and diagnostic software
• Ability to diagnose and resolve onsite and remote PC related computing problems required
• Some business travel will be required. The amount will vary based on project specifics, operational needs, staff development and other meetings
• Flexibility to work non-standard business hours (e.g., not 8AM-5PM) to provide support to end users. To include an On-Call rotation for nights, weekends, holidays, and business shift changes

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