Customer Support Analyst
Customer Support Analyst I (ICT)
Purpose of position:
Individuals in the Customer Support Analyst I role are responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 1 and 2 help desk support. They work with a broad range of infrastructure products and basic networking components. They provide maintenance and support for moderately to highly complex client products and work on one or more projects concurrently as a team member.
Customer Support members respond to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise. They are responsible for documenting solutions to problems and developing end-user guidelines. On an ongoing basis, they work to improve customer support processes and practices. In addition, they evaluate and recommend client software and hardware and write proposals for purchasing new or upgraded products.
CLIENT TECHNOLOGY SUPPORT:
SERVICE LEVEL MANAGEMENT:
Minimum education, training and experience requirements to qualify for the position:
Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
Demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving / diagnostic skills.
Typically has 3 to 5 years of IT work experience.
Willingness and ability to travel domestically and internationally, as necessary.
Effective in written and verbal communication in English.