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Hace 1 día
ORC Req.#5298 ( IT End User Support Analyst II )
$25,500 Mensual
Sobre el empleo
Detalles
Contratación:
PermanenteHorario:
Tiempo completoEspacio de trabajo:
PresencialDescripción
Requirements
Responsibilities
1. Receiving and Logging Tickets: Receive incoming calls, emails, or other forms of communication from end-users seeking technical assistance and log all relevant information in a ticketing system.
2. Troubleshooting and Issue Resolution: Identify, diagnose, and resolve basic technical issues reported by end-users, following standard operating procedures, and known solutions. This may include problems related to hardware, software, network connectivity, or system configurations.
3. Documentation and Knowledge Base: Maintain accurate records of each reported issue and its resolution in the ticketing system. Update the knowledge base with new solutions, troubleshooting steps, and frequently asked questions to facilitate self-service options for end-users.
4. Escalation and Collaboration: Collaborate with Tier 2 support team when issues require advanced technical expertise or further investigation.
5. Customer Service and Communication: Provide courteous, professional, and timely communication to end-users, ensuring a positive customer experience. Clearly explain technical concepts and steps in non-technical terms, offering guidance and reassurance.
6. Account and Access Management: Assist end-users with basic account-related tasks such as password resets, account creations, access provisioning, and permissions management, following established security protocols.
Note this candidate will be working a 5 day week however on a rotating schedule…(Monday-Friday, Tuesday-Saturday, Sunday-Thursday)
ID: 19302128