Description
Our client is looking for a Technical Support Analyst on a 12+ month contract basis.
Responsibilities
Log all requests in HP Service Anywhere (solutions center call tracking software). This includes all incoming ACD calls, direct calls, e-mails, voice mails, chat, walk-ins and any other solutions center interaction.
Provide accurate and thorough solutions to end user interactions. Escalate or transfer incidents when appropriate.
Provides information to end-user regarding the status of their incidents or requests.
Troubleshoot PC hardware and software problems; software installations and upgrades; provide first line support for applications, network, server, and security.
Research, resolve, and respond to questions received in accordance with set policies and procedures.
Continuous development of communication skills, problem solving techniques, and the creation of more efficient support methods.
Assist in the population and maintenance of the online knowledge base.
Attempt proactive resolution of end user and IS support issues to maintain a high level of visibility within the end user community.
Participate in team projects that enhance the quality of the solutions center service level, and promote technical and career growth.
Detection and communication of possible problems and the assignment of them to the Problem Management team for them to raise problem records.
Coordinate incident resolution and service request completion with various workgroups
Communicates with the end-user to gain agreement that the incident or service request has been completed and closes the record.
Primary Work Environment
This position will be the user's single point of contact for support. Support Analysts can expect to spend their time working on the phones or in person and may need to visit the end user's desk to solve support issues when remote tools are not available. This position will require frequent interaction between the solutions center team and desktop team (SMS/patch management, certification lab, asset management), other IS groups, and management.
Recommended Qualifications
The ideal candidate will have a four-year technical degree or the equivalent in work experience.
The candidate will:
Have excellent communication skills.
Practice empathic listening skills
Have the ability to handle many calls for long periods
Have the ability to provide consistent, positive customer service
Identifies customer needs, manages expectations, and defines appropriate next steps.
Proactively solves customer problems
Have knowledge of:
Microsoft Windows 8/7
Microsoft Office (Outlook, Word, Excel, Access, PowerPoint)
Microsoft Internet Explorer, Google Chrome and Safari
Microsoft Lync
Adobe Acrobat or Foxit Reader
Citrix
Cisco VPN Client
iOS/Android devices
System Center Configuration Manager (SCCM)
HP Service Manager
Have the ability to make a positive contribution in a team environment
Offers and accepts reinforcing and correcting feedback
Develops successful inter- and intra-team relationships, including the ability to share, teach, learn, and manage conflict
Identify and seek out opportunities for continuous improvement.
Prioritize and manage multiple tasks
Use analytical problem solving skills
Have the ability to use all available resources to resolve or anticipate problems and be able to use that information to
Have the ability to work independently
Define and share work plans
Define tools required to do their job
Require minimal supervision
Communicate on a timely and appropriate basis
Have the ability to adapt to a changing environment