FORVIS
Resolution Support Analyst II
FORVIS, Houston, Texas, United States, 77246
Description & Requirements
As a Resolution - Support Analyst II, you will provide enterprise-level assistance to our end users remotely. This role provides support and incident management for a variety of IT related concerns across multiple businesses and level of users. Functions include but are not limited to troubleshooting hardware and software related concerns, phone support, access requests and printer issues. This is a customer service-oriented role, and a strong focus will be placed on appropriately communicating and following-up with impacted users. This role is a main point of contact for IT queries and an escalation point for Response. This role will also serve as a higher general technical support analyst during high call volume periods by taking incoming requests. This role will also have a shared responsibility of extended support which may include On-Call evening, weekend, and holiday shifts.
How you will contribute:Achieve and maintain high quality in work, client relations and team relations by delivering excellent customer service by phone, email, instant messaging, and video conferenceAct as initial contact for internal and external customer technical support required for hardware and software, telephone, network, operating system, printing, and Internet access problemsAdhere to written procedures, checklists and all quality control associated with project deploymentsDirect requests and unresolved issues to their manager and escalate complex or unresolved incidents to technical teamRecord details of actions taken inquiries, comments, and complaintsContributes to the content in Self-help catalog, Known Error DB and Knowledge BasePromote the use of self-help catalog and references Knowledge Base before escalatingIdentifies ITIL defined problems and submits potential problems to Problem Manager (Resolution Manager)During change, acts systematically to respond to day-by-day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirementsInvestigate end-user problems and attempts to identify their sourceResolve complex issues requiring detailed systems and applications knowledge that have been escalated from ResponseDevelop Checklists for typical problems and submit solutions to knowledge baseInvestigate end-user problems and identifies their source; determines possible solutions; tests and implements solutionsPromptly allocates unresolved calls as appropriateResponsible for keeping the end user informed of status of their ticket and to set realistic expectationsEffectively manage backlog to assist in meeting departmental goalsMay perform installs, upgrades, moves, and changes for computer hardware, software, printers, and other peripheral devicesWe are looking for people who have Forward Vision and:
Effective customer service skillsAbility to retain and protect confidential materialAbility to demonstrate supportive relationships with peers, clients, partners, and corporate executivesExcellent written and verbal communication skillsMinimum Qualifications:
Candidate must be currently enrolled in a technical/computer science related program or must possess relevant support center work experience4 years or more of customer service in technical environment or equivalent trainingStrong technical knowledge of PCs, laptops, printers, and peripheral hardware devices requiredStrong working knowledge of Windows, Microsoft Office, communications software, virus protection, and diagnostic softwareAbility to diagnose and resolve onsite and remote PC related computing problems requiredSome business travel will be required. The amount will vary based on project specifics, operational needs, staff development and other meetingsFlexibility to work non-standard business hours (e.g., not 8AM-5PM) to provide support to end users. To include an On-Call rotation for nights, weekends, holidays, and business shift changes
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As a Resolution - Support Analyst II, you will provide enterprise-level assistance to our end users remotely. This role provides support and incident management for a variety of IT related concerns across multiple businesses and level of users. Functions include but are not limited to troubleshooting hardware and software related concerns, phone support, access requests and printer issues. This is a customer service-oriented role, and a strong focus will be placed on appropriately communicating and following-up with impacted users. This role is a main point of contact for IT queries and an escalation point for Response. This role will also serve as a higher general technical support analyst during high call volume periods by taking incoming requests. This role will also have a shared responsibility of extended support which may include On-Call evening, weekend, and holiday shifts.
How you will contribute:Achieve and maintain high quality in work, client relations and team relations by delivering excellent customer service by phone, email, instant messaging, and video conferenceAct as initial contact for internal and external customer technical support required for hardware and software, telephone, network, operating system, printing, and Internet access problemsAdhere to written procedures, checklists and all quality control associated with project deploymentsDirect requests and unresolved issues to their manager and escalate complex or unresolved incidents to technical teamRecord details of actions taken inquiries, comments, and complaintsContributes to the content in Self-help catalog, Known Error DB and Knowledge BasePromote the use of self-help catalog and references Knowledge Base before escalatingIdentifies ITIL defined problems and submits potential problems to Problem Manager (Resolution Manager)During change, acts systematically to respond to day-by-day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirementsInvestigate end-user problems and attempts to identify their sourceResolve complex issues requiring detailed systems and applications knowledge that have been escalated from ResponseDevelop Checklists for typical problems and submit solutions to knowledge baseInvestigate end-user problems and identifies their source; determines possible solutions; tests and implements solutionsPromptly allocates unresolved calls as appropriateResponsible for keeping the end user informed of status of their ticket and to set realistic expectationsEffectively manage backlog to assist in meeting departmental goalsMay perform installs, upgrades, moves, and changes for computer hardware, software, printers, and other peripheral devicesWe are looking for people who have Forward Vision and:
Effective customer service skillsAbility to retain and protect confidential materialAbility to demonstrate supportive relationships with peers, clients, partners, and corporate executivesExcellent written and verbal communication skillsMinimum Qualifications:
Candidate must be currently enrolled in a technical/computer science related program or must possess relevant support center work experience4 years or more of customer service in technical environment or equivalent trainingStrong technical knowledge of PCs, laptops, printers, and peripheral hardware devices requiredStrong working knowledge of Windows, Microsoft Office, communications software, virus protection, and diagnostic softwareAbility to diagnose and resolve onsite and remote PC related computing problems requiredSome business travel will be required. The amount will vary based on project specifics, operational needs, staff development and other meetingsFlexibility to work non-standard business hours (e.g., not 8AM-5PM) to provide support to end users. To include an On-Call rotation for nights, weekends, holidays, and business shift changes
#LI-HOU
#LI-LK1