Tekfortune Inc
Desktop Support Analyst at Charlotte, NC.
Tekfortune Inc, Charlotte, North Carolina, United States, 28245
Job title: L2 Desktop Support AnalystLocation: Charlotte, NC(Onsite)
Responsibilities:
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end users Classify Service Calls according to the specified optionsRoute problems to internal 2nd and 3rd level IT support staff using knowledge base articlesCoordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolutionUse the ServiceNow to document and manage problems and work requests and their respective resolutions and circumvention'sResponds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up stepsTroubleshoot client software and basic network connectivity problems remotely using BomgarIdentify, evaluate and prioritize customer problems and complaintsParticipate in on-going training and departmental developmentMaintain quality standards for incident documentation and phone calls
Skills:
Customer-focusedThorough knowledge of troubleshooting remote access issuesExcellent communication skills, (active listening skills)Able to articulate and speak with clear voiceDiplomatic and must have interpersonal skillsAble to understand the business's objectivesAble to understand and accept that the Customer's issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own fieldMust have empathy with end usersTeam playerProfessional code of conductMust have a good understanding of the organizationMust have basic technical knowledge of all technology used for the business processes.Able to deal with stressGood writing techniques (English)Good phone techniques (English)
Responsibilities and Duties:
Accept & registers Service CallsClassify Service Calls according to the specified optionsExecute 1st attempt to solve the Service CallRefer Service Call to the appropriate Resolution Owner Support GroupTracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).Escalate to the appropriate management level when thresholds are violated.Close Service CallCommunication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.Report about Service CallsCommunicate response times for dispatched tickets to the customersManage the entire service request process ensuring adherence to SLAExecute service requests such as setting up NT/Outlook accounts as per the SLAProcess and send IT reports
Required Experience, Skills, and QualificationsTech Skills:
3 years of Technical helpdesk or technical call center experience is necessary.Disciplined, systematic problem-solving skills required.Hands-on work experience with the following:Windows Operating systemsClients: Windows7, Windows Vista, Windows XP, Windows 2000Servers: Windows 2000, Windows 2003, Windows 2008,
Knowledge of Active Directory, Exchange 2003/2007Knowledge of ITSM ticketing tools such as Remedy, Client Service Center, client Service Center, and ServiceNowKnowledge of Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS VisioKnowledge of Internet browsers (e.g. Explorer, Chrome, Firefox),Current experience with troubleshooting VPN and remote dial-in userSupport for laptop, desktops, printers, and apple products, and others: Adobe Acrobat and other common desktop applications like Winzip, etcExperience with troubleshooting VOIP issuesUnderstanding how to read and collect log files for applicationsExperience with remotely installing software using PowerShell
Experience:
Helpdesk: 3 years (Required)3 years of remote troubleshooting experience2 year of call center experienceCurrently A+ certificate or relevant hands-on experience
Responsibilities:
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end users Classify Service Calls according to the specified optionsRoute problems to internal 2nd and 3rd level IT support staff using knowledge base articlesCoordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolutionUse the ServiceNow to document and manage problems and work requests and their respective resolutions and circumvention'sResponds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up stepsTroubleshoot client software and basic network connectivity problems remotely using BomgarIdentify, evaluate and prioritize customer problems and complaintsParticipate in on-going training and departmental developmentMaintain quality standards for incident documentation and phone calls
Skills:
Customer-focusedThorough knowledge of troubleshooting remote access issuesExcellent communication skills, (active listening skills)Able to articulate and speak with clear voiceDiplomatic and must have interpersonal skillsAble to understand the business's objectivesAble to understand and accept that the Customer's issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own fieldMust have empathy with end usersTeam playerProfessional code of conductMust have a good understanding of the organizationMust have basic technical knowledge of all technology used for the business processes.Able to deal with stressGood writing techniques (English)Good phone techniques (English)
Responsibilities and Duties:
Accept & registers Service CallsClassify Service Calls according to the specified optionsExecute 1st attempt to solve the Service CallRefer Service Call to the appropriate Resolution Owner Support GroupTracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).Escalate to the appropriate management level when thresholds are violated.Close Service CallCommunication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.Report about Service CallsCommunicate response times for dispatched tickets to the customersManage the entire service request process ensuring adherence to SLAExecute service requests such as setting up NT/Outlook accounts as per the SLAProcess and send IT reports
Required Experience, Skills, and QualificationsTech Skills:
3 years of Technical helpdesk or technical call center experience is necessary.Disciplined, systematic problem-solving skills required.Hands-on work experience with the following:Windows Operating systemsClients: Windows7, Windows Vista, Windows XP, Windows 2000Servers: Windows 2000, Windows 2003, Windows 2008,
Knowledge of Active Directory, Exchange 2003/2007Knowledge of ITSM ticketing tools such as Remedy, Client Service Center, client Service Center, and ServiceNowKnowledge of Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS VisioKnowledge of Internet browsers (e.g. Explorer, Chrome, Firefox),Current experience with troubleshooting VPN and remote dial-in userSupport for laptop, desktops, printers, and apple products, and others: Adobe Acrobat and other common desktop applications like Winzip, etcExperience with troubleshooting VOIP issuesUnderstanding how to read and collect log files for applicationsExperience with remotely installing software using PowerShell
Experience:
Helpdesk: 3 years (Required)3 years of remote troubleshooting experience2 year of call center experienceCurrently A+ certificate or relevant hands-on experience