Technology Help Desk Analyst I

Description

The Technology Help Desk Analyst will be the first point of contact for the 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 departments service level agreements. In some cases, the role-holder will assist in dispatching when the issue or request can only be handled by a Tier 2 or Tier 3 team.

Main 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 participates in improvement initiatives regarding tools and processes
• Perform simple to intermediate level tasks but not limited to:
• M365 systems
• Email and Exchange Admin Center (EAC)
• Active Directory Administration and Management
• Network Account Lockout Tracing and resolution
• Network remote connection and Multi-Factor Authentication
• Intune and mobile management
• Administration and support of 70+ firm-wide used systems and applications
• Participate in weekend support rotation schedule
• Perform other tasks as may be assigned by management
  

• Experience in 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
• Has good customer service skills
• Good interpersonal skills and ability to work in a team environment
• Communication skills: excellent written and spoken English communication skills, with advanced grammar and composition skills (able 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
• Able to multi-task in a fast-paced and stressful environment