IT Support Analyst

Primary Work Environment

This position will be a resource for level 2/3 support analysts to resolve problems requiring a greater level of technical expertise. Level 3 support analysts can expect to spend most of their time researching and resolving technical problems/issues and may be required to work as primary Level 1/2 staff if shorthanded to address the issues in person through a Solutions Center or at an end user’s desk when remote tools are not available. Responsibility for creating, updating, and reviewing Solutions Center owned knowledge base documents is a normal daily activity. There may be large/small project involvement when Solutions Center resources are needed, or information needs to be disseminated to Solutions Center staff globally. This position will require frequent interaction between Solutions Center staff, other IS groups, and management. Traveling to other sites to meet business expectations or attending IT review meetings may be required.

This position is responsible for interaction locally and globally with Solutions Center teammates, Operations Center team, Asset Management team, Software Delivery team and other IT groups and management.

Responsibilities

• Ensure SCP operation in accordance with set policies and procedures.
• Log all requests in ticketing system. This includes all incoming ACD calls, direct calls, e-mails, voicemails, chats, instant messages, walk-ins, and any other interactions.
• Identify trends for reported incidents and convert to problem tickets whenever applicable.
• Coordinate and manage end users regarding their incidents or requests.
• Internal service desk escalator for issues requiring more extensive troubleshooting, investigation, or time for resolution.
• Advanced end user technical resolution on items such as PC hardware and software issues; software installations and upgrades.
• Provide advanced support duties for applications, network, server, and security functions where interaction is required with the appropriate IT functional teams all in support of addressing end user issues.
• Support for labs, special builds, VIPs, and emergency support on a scheduled or ad hoc basis; often at the request of the Solutions Center manager/team lead (as needed).
• Prepare and maintain Solutions Center owned knowledge base documents.
• Proactive recognition and resolution of end user and IT support issues to maintain a high level of visibility within the end user community.
• Participate in projects and incident reviews that will enhance the quality of the Solutions Center service level and promote technical and career growth.
• Fill in for primary level 1, 2 and 3 solutions center tasks when needed based on volume, staffing or emergency.
• Attend global team meetings when needed (may be off hours).
• Perform Major Incident Escalation Coordinator activities to ensure a timely and efficient resolution of incidents that are impacting the business (may be off hours).
• Backup for Solutions Center manager/team lead on day-to-day activities when needed.
• Continuously develop communication skills and problem-solving techniques; create more efficient support methods.
• Participate in schedule rotations as needed, including weekend and overnight support (as per the business requirement).
• Provide L3 support for utility systems like CCTV, Attendance machine, Access Control System.
• Provide support for Conferencing or audio/video system.
• Supervise and keep IT Infrastructure (server room, UPS, etc.) up & running to the satisfactory level.
  
  

Recommended Qualifications

• The ideal candidate should have a four-year technical degree and/or minimum 4 years equivalent work experience.
• Candidate is expected to possess the following skills and abilities:
• Excellent communication skills including active listening skills and ability to convey empathy.
• Customer service skills with the ability to provide consistent, positive end user experiences and address issues proactively.
• Analytical problem-solving skills with the ability to use all available resources to resolve or anticipate problems in turn creating or updating processes, procedures, and resolutions in the knowledgebase as needed.
• Time management skills including setting appropriate expectations with end users for resolution.
• Ability to be a team player, offering and accepting feedback and sharing knowledge with others, while being able to work independently and require minimal supervision.
• Relationship-building skills including the ability to develop intra- and inter-team relationship as well as build and establish rapport with end users efficiently.
• Multi-tasking abilities while focusing on effective prioritization of work.
• Identify and seek out opportunities for continuous improvement.
• Independent worker with the ability to define and share work plans, communicate on a timely and appropriate basis, all while requiring minimal supervision.
  
  

• The ideal candidate will have knowledge in and familiarity with the following operating systems, software applications, browsers, and technologies:
• Microsoft Windows 10, 11
• Office 365 applications including Excel, Teams, OneDrive, Outlook, and OneNote
• Microsoft Internet Explorer and Edge, Google Chrome, and Safari
• SharePoint online,
• Advance MS excel.
• Adobe Acrobat PDF, Foxit Reader, and other office applications.
• VMware Horizon View, Citrix
• iOS/Android devices
• System Center Configuration Manager (SCCM), iTune
• Networking and sever fundamentals.
• Information Security Fundamentals
• SAP end user support.
• Preparing and maintaining IT Standard Operating Procedures (SOP).
• Conferencing or Audio/Video systems. Hands-on experience in maintaining advanced automation in AV.
• ServiceNow (Incident, Request, Problem, change and Asset Management)
• Exposure of Global Capability Center in the capability IT support analyst will be an added advantage.
  

Any verbal/written fluency in another language, particularly Spanish, French, Dutch, German, Portuguese, Chinese, Korean, or Japanese, is considered a plus.

Competencies For The Role

• Result Orientation
• Communication
• Collaboration
• Execution