Tier 2 IT support and escalation point for the IT Global Service Desk and Site Operations.
Follow SLA guidelines and maintain high-level customer satisfaction
Installing and configuring computer hardware operating systems and applications.
Supporting printers, cell phones, Cisco handsets
Taking end-user clients through a series of actions, mostly face-to-face, to help set up systems or resolve issues.
Act as a focal point for conferencing issues, global company meetings and town halls.
Recording, tracking and documenting the problem-solving process, including all successful and unsuccessful actions taken, through to the final resolution.
Working continuously on a task until completion (or referral to third parties, if appropriate).
Identifying opportunities to increase Tier 2 resolution and efficiency
Perform related duties consistent with the scope and intent of the position
Provide VIP support (Executives lower than C-Suite)
Tier 2 IT support and escalation point for the IT Global Service Desk and Site Operations.
Follow SLA guidelines and maintain high-level customer satisfaction.
Installing and configuring computer hardware operating systems and applications.
Taking end-user clients through a series of actions, mostly face-to-face, to help set up systems or resolve issues.
Prioritizing and managing walk-up counter support for multiple users at single instances
Act as a focal point for conferencing issues, global company meetings and town halls.
Recording, tracking and documenting the problem-solving process, including all successful and unsuccessful actions taken, through to the final resolution.
Working continuously on a task until completion (or referral to third parties, if appropriate).
Identifying opportunities to increase Tier 2 resolution and efficiency.
Perform related duties consistent with the scope and intent of the position.
Perform IT security remediation
Manage customer escalations
Support administration of computing environment
Manage cases with external parties (e.g., Cisco TAC)
Even technology companies need tech support. You know, someone to keep things running smoothly - both behind-the-scenes and customer facing. This is where you come in. The backbone to our backbone. Our Technology team is looking for a rock star Desktop Support Senior Analyst to provide high value services to our customers adding value and efficiency in their use of technology. We find the right solutions and enable high performance.
