Qureos Mentor

Imperial PFS

<div>JOB SUMMARY:
As a member of the Service Desk team, the technical support analyst acts as a central point of contact for all IT requests and problems. Facilitates problem resolution by fixing level 1 and some level 2 issues and escalating other issues to higher levels of support. 

KEY RESPONSIBILITIES:
<ul><li>Ensure customer satisfaction by logging and assigning an appropriate priority to all calls/requests. Keeps client updated on the status of problem resolution.</li>
<li>Identify technology based problems and their root causes, and take responsibility for timely resolution, troubleshooting, and repair using proven tools, resources, and a variety of processes.</li>
<li>Responsible for the installation, configuration, maintenance, and troubleshooting of desktop and laptop systems.</li>
<li>Initiates escalation as appropriate to ensure management awareness of problems that are severe in nature or that exceed documented targets.</li>
<li>Develop written documentation for new and existing procedures.</li>
<li>Create and maintain knowledge base of articles used by IT resolver groups and Associates for self-help instructions.</li></ul> 

REQUIRED SKILLS:
<ul><li>Extensive knowledge of operating systems, computer/laptop/printer hardware installation and repair.</li>
<li>Advanced knowledge of a wide variety of software applications, including but not limited to: MS Office, Outlook, Mobile Computer, Smart Phones/Blackberry, faxing, scanning, and other similar programs.
</li><li>Above average knowledge of computer networking (LAN) and troubleshooting of connectivity issues.
</li><li>Knowledge of service desk and customer service best practices</li>
<li>Knowledge of ITIL standards and usage of ServiceNow or equivalent ITSM tool.
</li><li>Excellent communication skills, particularly via phone and email.
</li><li>Dedicated to high quality customer service and a working knowledge of enterprise-wide service delivery procedures.</li>
<li>Strong problem-solving skills and inherent decision making abilities</li></ul> 

EDUCATION QUALIFICATIONS:
High School
Some College</div>

Technical Support Analyst

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Imperial PFS

About Company

Technical Support Analyst