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Support Center Analyst

(Confidential)

Job Description

Provide support for all service requests that come to the Support Center via phone, email and walk-ins. These include applications, administering of software and handling of special projects.

Specific Duties:
Daily - 70%
•Provide 1st level support to end-users.
•Answer questions, provide phone-based training on higher-level functionality, and troubleshoot technology problems for Users.
•Escalate unresolved problems to Hardware Technician(s) and/or Administrator(s) where appropriate.
•Follow up on escalated issues with the appropriate IS employee and the technology end-user.

Daily - 10%
•Participate in the maintenance of call tracking application.
•Enter tickets in at the time of call.
•Indicate resolution technique in the details of each ticket.
•Update the status of unresolved incident tickets with most current information.
•Route tickets to appropriate parties according to IS Policy.
•Contact end-user when call is 'resolved” by other IS groups to ensure an accepted resolution and closure of the ticket.

Daily - 5%
•Monitor open tickets that you have routed, assist when possible, close when appropriate.
•Cooperatively Troubleshoot escalated issues
•Disseminate new information to Support Center Team Members
•Provide training and orientation to new Support Center Team members.

Daily - 5%
•Participate in special projects, and/or act as 'point person' or 'liaison' where approved by Support Center Management. Including, but not limited to, testing of new and/or updated templates and macros and reporting findings to appropriate IT group in order to ensure stability prior to firm-wide release.

Rotated Weekly - 5%
•Monitor incoming email requests from end-users
•Clear Quarantined email filters
•Monitor Voicemail

Assignment, Review And Approval of Work:
Work direction is given either verbally or in written form, i.e., email, conversation, documented. Work assignments will be reviewed in progress or when completed.

Responsibility And Decision-Making Authority:
•On the spot decisions while assisting customers on the phone.
•Determine incident severity and customer's level of urgency.
•Check Knowledgebase for recommended troubleshooting.
•Know when to escalate issues to support staff outside of the Support Center.

Job Requirements

Computer Skills:
Applications including, but not limited to Microsoft Office 2010, Microsoft Visio 2010, Microsoft Outlook 2010, ChangePro, Litera Metadact, Best Authority, DTE Time Entry, Easylink, Nuance, Adobe Acrobat, Interwoven Filesite, Innova Numbering Suite, Interaction, Active Directory, Sharefile or other FTP type service, IE/Google Chrome settings, Client/Cannon Printer troubleshooting from desktop side, understanding of Android/iPhone. Strong ability to learn new applications.

Interpersonal Skills:
Active listening, tone and professional demeanor with end-users. Professional demeanor with other members of IS staff. Ability to maintain composure during system application/hardware outages or when call volume may increase due to a reported outage.

Communications Skills:
Articulate clearly, with empathy when needed while managing expectations. Ability to de-escalate or mitigate anxious end-users. Concise writing skills.

Education, Training And Experience Required:
•A minimum of 2 years experience in IT Support Services, excellent communication and interpersonal skills, including appropriate telephone manners.
•A working knowledge of Microsoft Word and Outlook at a highly proficient level is required.
•Ability to work effectively with all organizational levels individually and as part of a team and to communicate effectively with all levels of management and staff.
•Ability to remain calm in pressure situations, adapt quickly to change and deal with stress associated with a fast paced work environment.
•Ability to take the lead on projects and problems when requested or as appropriate and to make judgment decisions and use initiative to anticipate end-user needs.
•Ability to adapt to changing work situations and grasp and apply new ideas quickly.

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Job Snapshot

Location US-NJ-Newark
Employment Type Full-Time
Pay Type Year
Pay Rate $55,000.00 - $70,000.00 /Year
Store Type IT & Technical

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Terms & Conditions
Snapshot
(Confidential)
Company:
US-NJ-Newark
Location:
Full-Time
Employment Type:
Year
Pay Type:
$55,000.00 - $70,000.00 /Year
Pay Rate:
IT & Technical
Store Type:

Job Description

Provide support for all service requests that come to the Support Center via phone, email and walk-ins. These include applications, administering of software and handling of special projects.

Specific Duties:
Daily - 70%
•Provide 1st level support to end-users.
•Answer questions, provide phone-based training on higher-level functionality, and troubleshoot technology problems for Users.
•Escalate unresolved problems to Hardware Technician(s) and/or Administrator(s) where appropriate.
•Follow up on escalated issues with the appropriate IS employee and the technology end-user.

Daily - 10%
•Participate in the maintenance of call tracking application.
•Enter tickets in at the time of call.
•Indicate resolution technique in the details of each ticket.
•Update the status of unresolved incident tickets with most current information.
•Route tickets to appropriate parties according to IS Policy.
•Contact end-user when call is 'resolved” by other IS groups to ensure an accepted resolution and closure of the ticket.

Daily - 5%
•Monitor open tickets that you have routed, assist when possible, close when appropriate.
•Cooperatively Troubleshoot escalated issues
•Disseminate new information to Support Center Team Members
•Provide training and orientation to new Support Center Team members.

Daily - 5%
•Participate in special projects, and/or act as 'point person' or 'liaison' where approved by Support Center Management. Including, but not limited to, testing of new and/or updated templates and macros and reporting findings to appropriate IT group in order to ensure stability prior to firm-wide release.

Rotated Weekly - 5%
•Monitor incoming email requests from end-users
•Clear Quarantined email filters
•Monitor Voicemail

Assignment, Review And Approval of Work:
Work direction is given either verbally or in written form, i.e., email, conversation, documented. Work assignments will be reviewed in progress or when completed.

Responsibility And Decision-Making Authority:
•On the spot decisions while assisting customers on the phone.
•Determine incident severity and customer's level of urgency.
•Check Knowledgebase for recommended troubleshooting.
•Know when to escalate issues to support staff outside of the Support Center.

Job Requirements

Computer Skills:
Applications including, but not limited to Microsoft Office 2010, Microsoft Visio 2010, Microsoft Outlook 2010, ChangePro, Litera Metadact, Best Authority, DTE Time Entry, Easylink, Nuance, Adobe Acrobat, Interwoven Filesite, Innova Numbering Suite, Interaction, Active Directory, Sharefile or other FTP type service, IE/Google Chrome settings, Client/Cannon Printer troubleshooting from desktop side, understanding of Android/iPhone. Strong ability to learn new applications.

Interpersonal Skills:
Active listening, tone and professional demeanor with end-users. Professional demeanor with other members of IS staff. Ability to maintain composure during system application/hardware outages or when call volume may increase due to a reported outage.

Communications Skills:
Articulate clearly, with empathy when needed while managing expectations. Ability to de-escalate or mitigate anxious end-users. Concise writing skills.

Education, Training And Experience Required:
•A minimum of 2 years experience in IT Support Services, excellent communication and interpersonal skills, including appropriate telephone manners.
•A working knowledge of Microsoft Word and Outlook at a highly proficient level is required.
•Ability to work effectively with all organizational levels individually and as part of a team and to communicate effectively with all levels of management and staff.
•Ability to remain calm in pressure situations, adapt quickly to change and deal with stress associated with a fast paced work environment.
•Ability to take the lead on projects and problems when requested or as appropriate and to make judgment decisions and use initiative to anticipate end-user needs.
•Ability to adapt to changing work situations and grasp and apply new ideas quickly.

Support Center Analyst Apply now