The Analyst I – Technology Help Desk (Tier 1) will be the first point of contact for our end users through phone, email, chat, and/or ticket system. This position is classified as a Tier 1 Technology Help Desk role. The aim is to promptly provide solutions for our end user community as outlined by the department's service level agreements. In some cases, the person in this role will assist in dispatching when the issue or request can only be handled by a Tier 2 or Tier 3 team.
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.Identify and report potential Major Incidents and Problems to the 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.Perform day-to-day tasks and assignments, in compliance with required targets and metrics.Maintain a strong working knowledge of supported systems and continually strive to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.Communicate technical or operational issues encountered during the shift.Recommend improvements and updates of KB articles.Be familiar with and follow Technology procedures, policies, and processes diligently and accurately.Provide back-up 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:M365 systemsEmail and Exchange Admin Center (EAC)Active Directory Administration and ManagementNetwork Account Lockout Tracing and resolutionNetwork remote connection and Multi-Factor AuthenticationIntune and mobile managementAdministration and support of 70+ firm-wide used systems and applicationsPerform other tasks as may be assigned by management.Skills and Experience: Experience with Technology Help Desk in an enterprise environment following/aligned to ITIL best practices.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.Can quickly learn and understand new technology and applications.Has initiative, a sense of responsibility, and commitment to work.Good interpersonal skills and ability to work in a team environment.Communication skills: Must be able to speak and write fluent English with advanced grammar and composition skills (ability to communicate in German and French is an advantage for a role in the Belfast Center; Spanish mandatory and Portuguese desired for a role in the Buenos Aires Center).Willing to work overtime as necessary.Willing to work on shifting schedule.Ability to multi-task in a fast-paced and stressful environment.
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