The User Support Analyst (Level 2) is responsible for assisting Level 1 with escalations and technical through phone, email and chat support, in order to resolve end user’s incidents and support requests. The User Support Analysts communicates with customers at all levels of technical and non-technical skills sets. If necessary, they will escalate issues to Level 3. Diagnose and troubleshoot end user desktop application issues and provides appropriate solution, follow-up with end users to provide status updates as per service level guidelines (SLA’s). Partner with other Technology team members and groups to provide on-site assistance and coordination for application deployments, videoconference meeting preparation, data center maintenance, and investigation of security related reports on equipment and virus scans. Ensure that all reported incidents and interactions are recorded in the Firm’s service management platform, Service Now. This is a highly visible and relied-upon position, and the Analyst serves as a key interface in satisfying users’ and clients’ technology needs.
- At least five years’ experience in information systems with specific concentration on PC oriented responsibilities.
- At least five years’ experience in IT call center environment.
- Working knowledge of fundamental operations of relevant software, hardware, and data center infrastructure.
- Knowledge and experience of customer service practices.
- Knowledge and training in ITIL (Information Technology Infrastructure Library) methodologies.
This firm offers fantastic benefits and competitive salary. They do require in office work five days a week.