Provides moderate to advanced-level technical support to customers needing assistance with PC support including but not limited to Active Directory account administration, distribution of software, hardware and software troubleshooting, remote access, VPN support, and service / support request entry via an Incident tracking system. If unable to resolve requests at first contact, collects and documents necessary information for appropriate escalation to next level technical resources
Analyze and synthesis trends obtained from reported issues and performance management and recommend course of action.
Ability to perform metrics gathering, analysis and provide action-based recommendations.
Proven record of consistently delivering on execution of responsibilities
Capable of empowering ones' self and others to do the right thing, the first time
Experience with service desk quality assurance and auditing/creating, documenting, and following processes consistently
Flexibility in occasionally working after hours or weekends as project needs dictate
Comfortable supporting a wide range of hardware, including PCs, peripherals and mobile devices
Strong working knowledge of network environments including an ability to recognize and diagnose connectivity problems ranging from the local to domain/organizational outage.
Able to provide advanced usage support to software packages including but not limited to Microsoft Word, Outlook, Excel, PowerPoint, etc.
Provides support for file access issues (encryption, security, etc.)
Leads deployment of software packages, drivers and operating system updates
Knowledge of ITIL, ISO 27001, is highly desired
Leads configuration and deployment of PCs managing the full life cycle process
Strong verbal and written communication skills, including strong documentation skills
Works closely with onsite technical teams to recognize and conduct and communicate root cause analysis of incidents reported to the service desk
Provides personalized customer experience with each customer interaction and possess a strong focus on client satisfaction
Ability to work independently and as a part of a team
Willingness to take on responsibilities and challenges, to lead, take charge, and offer opinions and direction
Assist in the implementation of corrective action follow-ups to ensure that expected outcomes are achieved
Open to change and to considerable variety in the workplace including the ability to accept criticism and deal calmly and effectively with challenging situations
Develop and deliver training to staff when changes are implemented
Respond quickly to management requests for ad hoc quality reviews and reports
Verify accuracy and reliability of data provided by the company
Responsible for actively evaluating incoming support calls to client services and either resolve or route to the appropriate resources to ensure their ultimate resolution
Assists management in monitoring adherence to Service Level Agreements (SLAs), including the timely completion of the independent quality reviews and checks
Identify and implement applicable best practices and ensure consistent, standard execution of operational activities
2-5 years' experience providing IT support in a call center environment preferred