Help Desk Analyst

Descripción de la oferta

Provide first and second-tier support to PC users on multiple hardware platforms and operating systems
Provide first and second-tier support to PC users for assistance with standard approved software applications
Take escalations from tier I support and perform callbacks and follow-ups to ensure user’s issues have been resolved or assigned to the proper team
Collaborate with IT/Business staff to ensure smooth and reliable operation of systems for fulfilling business objectives and processes
Process hardware and software requests for new user setup and upgrades
Provide assistance to mobile device users
Troubleshoot problems to resolution or escalate to Supervisor, Tier 3 support or other departments when necessary
Use various automated tools and support systems, including incident and problem management, asset management, knowledgebase, diagnostic and remote-control systems, and phone call system
Incident trend recognition
Provide appropriate access to systems and data, setup of requested processing and retention of historical information
Create and maintain documentation as it relates to system configuration, mapping, processes, and service records
Demonstrate ownership and urgency for problem resolution by retaining ownership of problems, by tracking and updating the progress of the problem ticket, by ensuring results meet Service Level and by consulting with vendors and other Jostens IT staff for problem solutions
Identify trends and potential problem sources by reviewing Incident records. Produce reports to monitor problem trends and contribute to continuous process improvement
Create accurate detailed documentation within incident and request tracking system, including accurate and complete documentation of phone calls
70%

Maintain and work within the necessary controls and procedures to ensure support service levels are achieved, protect business systems and data, and provide functional expertise on the security, integrity, and privacy of this data.
Actively participate on the team within IT Security to assist in establishing security policies and procedures
10%

Interact with all levels of IS support teams to notify them of identified technical and operational details concerning the core problem
10%
4
Maintain awareness and training to keep abreast of new software and hardware product developments and customer service skills
Participate in the quality improvement process
Participate in maintaining the Help Desk knowledgebase.
5%

Assume additional related responsibilities as assigned

Requerimientos

• Educación mínima: Universidad
• Idiomas: Inglés

Palabras clave: ayuda, help, auxilio, mostrador, desk, expositor, exhibitor, analista, analyst

Hace más de 30 días

Acerca de Sewn Products, INC.

Jostens (Sewn Products Inc.) es un suplidor líder de premios o reconocimientos y productos de vestimenta y joyería de alta calidad para las escuelas y equipos deportivos de Estados Unidos. Hemos estado haciendo negocios desde principios del siglo 20 en Estados Unidos, con presencia en República Dominicana desde 1978. Estamos en mas de 15,000 escuelas en todo EE. UU. y actuamos como consultores para crear momentos memorables y experiencias únicas en la vida de los estudiantes.