Sr Customer Service Specialist
Tower Group Companies - Chicago, IL

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Job Definition: Ensures proper computer operation so that end users can accomplish business tasks. Provides issue resolution with diagnostic and help request tracking tools Receives, prioritizes, documents, and actively resolves end user help requests Authority The Senior Support Analyst has the authority to access end user desktop and laptops to provide support and resolution of issues affecting performance and efficiency. Senior Support Analysts may also be given access to servers for basic troubleshooting and project work in conjunction with a system administrator. Execute the responsibilities of the Senior Customer Service Desk Analyst according to policies, procedures and standards as established in “Published Policies and Procedures” and “Tower Employee Handbook - Working at Tower”. Duties and Responsibilities Evaluate documented resolutions and analyze trends for ways to prevent future problems. Provide recommendations to improve flow and function of the Support Desk. Deploy equipment as needed (new hires) Receive equipment orders and update inventory Field incoming help requests from end users via both telephone and e-mail in a courteous manner. 40% of time spent resolving issues presented via phone calls and email. Manage and complete projects as assigned 60% of time. Document all pertinent end user identification information, including name, contact information, and nature of problem or issue. Prioritize and schedule problems. Escalate problems (when required) to System Administrators after all resolution attempts and research attempts are exhausted or limited rights prevent applying the resolution. Record, track, and document the help desk request problem-solving process. Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications. Performing preventative maintenance, including checking and cleaning of workstations and peripherals. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. New Hires/Terminations within the IT Division, but not IT Infrastructure and Engineering Blackberry deployment DHCP reservations for printers and FTP settings. Provide technical guidance to Junior and Support level technicians. Provide escalation and support coverage when IT Support Manager is absent. Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations Skills and Experience Desired College degree in the field of computer science and/or 1-2 years equivalent work experience. Support Desk Analyst Certification (HDI) or equivalent MCDST or equivalent MCSA or equivalent Knowledge of basic computer hardware. Experience with desktop and server operating systems. Extensive application support experience. Working knowledge of a range of diagnostic utilities. Good understanding of the organization’s goals and objectives. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Key Deliverables Create PC images Create packages Perform restores Update Rackley Update Timeslips Create/edit distribution lists Update Run Book Sign-Off for Level 1and Level 2 Project work
College degree in the field of computer science and/or 1-2 years equivalent work experience. Support Desk Analyst Certification (HDI) or equivalent MCDST or equivalent MCSA or equivalent Knowledge of basic computer hardware. Experience with desktop and server operating systems. Extensive application support experience. Working knowledge of a range of diagnostic utilities. Good understanding of the organization’s goals and objectives. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

Tower Group Companies - 15 months ago - save job - block
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