Technical Support Analyst (DESKSUPP) Reading, England
Responsibilities
- Provide 2nd level support on escalated workstation related issues and requests.
- Effectively questions user to collect information and understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues.
- Interact with customers via telephone, e-mail, IM/chat, and social tools, to provide technical support.
- Prioritize incidents and complaints to assure all SLOs are meet.
- Utilize all technical resources to solve customer problems.
- Participates in service improvement meetings and works closely with engineering and other support groups on improving services and reducing incidents.
- Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues.
- Escalate hardware repairs to third party providers as needed.
- Maintains call records/logs and resolution detail utilizing case management solution, Remedy.
- Able to effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions.
- Installation of workstation hardware/software as required.
- Provisions and prepares workstations using standard images.
- Setup and install new workstations, loaners and other workstation related equipment.
- Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed.
- Communicate and provide knowledge transfer to other agents/technicians on issues/problems and resolution.
- Coordinate and execute workstation relocation requests
- Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities.
- Interprets business issues and recommends best practices
- Responsible for activities of functional area without direct reports, but may be called on to direct the team\project as needed
- Solves complex problems taking a broad perspective to identify innovative solutions
- Will own one or more processes, procedures of service area
Knowledge Required
- Installation, configuration, and support of PC and Mac hardware/software.
- Support and troubleshooting of Windows 10, Windows 7, MS Office 2016/2013 suite and Outlook, OSX El Capitan/Sierra, IOS, Android, Skype, InTune, Office365,
- Networking connectivity knowledge and troubleshooting.
- Installation, configuration, and support of local and LAN printers.
Skills Required
- Provide excellent customer service.
- Ability to support, and explain technical concepts to users at various levels of technical proficiency.
- Effectively manages difficult or volatile situations.
- Effective problem solving.
- Ability to effectively perform issue isolation and resolution in order to minimize downtime.
- Ability to schedule and prioritize.
- Able to read and understand technical manuals, procedures, and OEM guides.
- Excellent interpersonal skills.
- Ability to assess, analyze and research technical situations and provide viable alternatives.
- Ability to learn new technologies and procedures quickly.
- Ability to communicate effectively with wide variety of users, and technical teams.
- Technical writing.
- Works independently with guidance in only the most complex situations
- Possess depth and breadth of in technologies required to support end user systems
- Advanced knowledge and mastery of cores skills and competencies used to complete practical assignments of a difficult nature