Posted: Friday, September 29, 2017 9:59 PM
The Customer Support Analyst provides technical assistance, support, and advice to customers and other users. Indeed1Key Results Areas (KRAs)Customer Support Provides helpdesk support and resolves problems to the end userA?s satisfactionMonitor and respond quickly and effectively to requests received through the IT HelpdeskMonitor Service Desk for tickets assigned to the queue and process first:in first:out based on priorityProvides technical support for hardware, software, and systems Provides feedback on company products, processes and/or proceduresAnalyzes problems by using automated diagnostic programsAssist with on boarding of new usersMeets all established IT Help Desk Service Level Agreements Document internal procedures Look for ways to improve and/or optimize IT Servicedesk processes Quality Control Ensures that quality control standards are metWorks closely with software engineers and a variety of end users to ensure technical compatibility and user satisfactionMaintains asset inventories Technical Modify configurations, utilities, software default settings, etc. for the local workstationManage PC setup and deployment for new employees using standard hardware, images and softwareAssign users and computers to proper groups in Active DirectoryPerform timely workstation hardware and software upgrades as requiredInstall, test and configure new workstations. peripheral equipment and softwareMaintain inventory of all equipment, software and software licensesStrong working knowledge and fundamental operations of MS Windows, MS Office, Exchange, Active Directory, Desktops and Laptops, Printers and Peripherals, Networking FundamentalsStrong working knowledge of relevant call tracking applications, remote support tools and asset inventory systems IT Liaison Listens carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walks the customer through the problem:solving stepsEmploys excellent verbal communications skillsEmploys excellent phone etiquetteAble to work under pressureAble to handle multiple tasks and priorities simultaneouslyEducation:Bachelor Degree in Information Systems or combination of education and equivalent experience required. QualificationsMinimum 2 years in the information systems industryExcellent organizational skills We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug:free workplace and perform pre:employment substance abuse testing.
• Location: Cincinnati
• Post ID: 50638117 cincinnati