Basic resolution and service delivery
Answer calls and troubleshoot via phone 100%
Perform basic troubleshooting tasks and escalate when needed
Use of tools, procedures, and customer relation techniques established for the Help Desk team to support customers through telephone, remote access to the customer’s workstation.
Document all problems by providing a complete and accurate depiction of issues reported, and their resolutions, into a problem management system
Troubleshoot, isolate, and research problems, recommending solutions and escalating to a higher tier when necessary
The analyst will also need to exercise good judgment when dealing with sensitive employee security information, as well as company documentation, in keeping with corporate data security and compliance requirements.
Qualifications and Experience:
Entry level support technician
Experience in a corporate support position in a technical environment with the ability to diagnose and... troubleshoot system problems.
Knowledge of and ability to use, a corporate Help Desk ticketing system.
Knowledge of current Microsoft Operating Systems
Excellent oral and written skills to interface with all user/technical communities within the company
Understanding of financial business environments will increase the candidates potential for success