Technology Help Desk Analyst I

Beschreibung:

Description

The Technology Help Desk Analyst will act as the first point of contact for user technical issues and concerns responsible for providing consistent high-quality customer service and support for (COMPANY NAME)'s applications and systems.
Responsibilities:
* Provide initial assessment, Basic to Intermediate level troubleshooting, and where possible, provide resolution of inbound issues
* Record, track, monitor and follow up SLA breaches of incidents and service requests following the defined Incident Management Process
* Provide an accurate record of each incident description and resolution
* Manage resolution of issues efficiently and professionally manifested by a higher level of customer satisfaction
* Proactively identifies and reports potential Major Incidents and Problems to Team
* Lead for onward escalation to the appropriate team
* Escalate and coordinate unresolved incidents to the appropriate support team by consistently following defined escalation procedures
* Provide on-time status and communication to end users regarding outstanding and resolved incidents
* Provide consistent performance of the day-to-day tasks and assignments in compliance with required targets and metrics
* Maintain strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participation in projects and improvement initiatives
* Communicate technical or operational issues encountered during the shift
* Proactively initiate the creation or update of KB articles
* Be familiar with and follow Technology procedures, policies, and processes diligently and accurately
* Provide backup support for other team members, as required
* Undertake assigned initiatives and projects and actively participate in improvement initiatives regarding tools and processes
* Perform simple to intermediate level tasks but not limited to:
* Message Tracking: Internal (EAC) and External Emails (Proofpoint)
* Network Account Lockout Tracing and resolution
* MobileIron Registered Devices: Administration of Accounts *Registering Devices ; *Unlocking of Passcodes; *Retiring of Devices ; *Unblocking Activesync
* 2-Factor Authentication Administration/Management of Accounts; *Provisioning of accounts; *Unlocking of accounts; *Setting Grace Period; *Troubleshooting failed One Time Pass (OTP) Active
* Directory Administration and Management: *Network Account Administration;*Distribution and Security Group administration;*Admin Accounts Management and Administration
* Exchange Admin Center (EAC): *Mailbox Management and Administration; *Mailbox Move; Administration and Management of 70+ firm-wide used systems and applications
* Perform other tasks as may be assigned by management
Skills and Experience:
* Some prior technology Service Desk experience in an enterprise environment following/aligned to ITIL best practices
* Very good process methodology experience
* Has the drive and ability to see problems through to resolution
* Thoroughness in terms of following defined processes diligently and accurately
* Has the ability to quickly learn and understand new technology and applications
* Shows initiative, a sense of responsibility, and commitment to work
* Good customer service skills
* Well-developed interpersonal skills and the ability to work in a team environment
* Must be able to speak and write fluent English and Spanish with advanced grammar and composition skills
* Willing to work overtime as necessary
* Willing to work on a shift schedule
* Experience in multi-tasking, fast-paced and stressful environment