Desktop Support Analyst
The Desktop Support Analyst is the first point of contact for Cambium staff for various IT related requests and issues. While providing the highest level of customer service, the Desktop Support Analyst answers incoming calls, emails and chats, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The Analyst escalates unresolved problems/issues/requests to the proper next level of support team. Troubleshooting end user issues on various software applications, hardware, network and telecommunications systems, access management and O365 suite.
Duties and Responsibilities
Ø Demonstrate a high level of customer relationship skills which includes email, IM and telephone etiquette.
Ø Excellent Hardware and software troubleshooting skills including defective hardware support, OS imaging and Configuration.
Ø Managing the assets in IT stock and update the asset inventory on a regular basis.
Ø Provide Hands and Eyes support whenever needed by the SMEs.
Ø Strong organization and communications skills; must clearly communicate technical issues and resolutions to team, customers, and management.
Ø Monitoring & Tracking, reviewing the progress of a ticket and keeping the customer informed.
Ø Quickly and efficiently troubleshoot simple and complex issues within the defined SLA.
Knowledge / Skill Requirement
Ø Must be experienced in troubleshooting of complex IT helpdesk issues and handling requests.
Ø Minimum 5+ years of experience in supporting multiple versions of operating systems including WIN 7, WIN10 and MAC OS.
Ø Minimum 2 years of experience in remote technical support with core Helpdesk skills.
Ø Sound knowledge of Office 365 suite functionality and troubleshooting skills including Email, Calendar, Skype For Business and OneDrive for Business.
Ø Basic knowledge about Networking, Active Directory, DNS, LAN, WAN and troubleshooting of VPN connectivity / Access related / PC network connectivity related requests.
Ø Utility software technical knowledge such as Antivirus and others.
Ø Working experience with remote tools and ticketing tools.
Ø Excellent troubleshooting, problem solving skills.
Ø Have strong communication skills (both written and verbal) to direct with precision and clarity remote-hands technicians over the phone to execute deployment, break-fix, and upgrade plans accurately.
Ø Ensure all necessary operational processes and procedures are carried out with a high level of attention to detail, expediency and on- time delivery.
Additional Job Requirement
Ø Bachelor’s degree in Computer Science / equivalent.
Ø Good communication and listening skills.
Ø Hands-on experience in responding, tracking and following up to telephone, emails and end user requests for support.
Ø Good phone etiquette and the ability to diffuse agitated situations.
Ø Excellent interpersonal and organisational skills.
Ø Should be working as a team member as well as independently.
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