Support Analyst
Lantek - Pittsburgh, PA

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Summary: Responsible for processing requests for access to client applications and services. Analyst will processes User Account Request Forms to Add, Modify, Rename, Transfer, Delete or Disable permissions and/or access on user accounts. Must be very detail-oriented, thorough and have the ability to follow complex written procedure documentation with a requirement of error-free processing. Must have knowledge of the enterprise ’s business/products and demonstrate strong customer focused skills.

Incumbent must assure that the company philosophy: quality services to clients; development, growth, involvement, and recognition of employees; sound economic principles; and environment which is conducive to innovation, positive thinking and expansion - is considered in carrying out the duties and responsibilities of this position. ________________________________________ Key Job Elements: • Process and provision requests for access in a professional, meticulous and error-free manner. Must follow written documentation to insure that requests are properly approved and assigned to correct second level teams where applicable meeting all security and audit requirements. Analyst will need to follow up on as needed with submitters for clarification and provide outstanding customer service and support in accordance with quality standards.

  • Meets and maintains all relevant KPIs associated with role. • Maintains positive relationship with and between individual users, all user groups, client ’s IT teams and peers. • As required, updates UARF tickets with notes or journal entries. All contacts and processed requests are documented accurately using HEAT tickets in referencing, escalating, assigning, forwarding, and follow-up on specific call tickets for all users.
  • Appropriately uses company-provided equipment such as desktop or laptop computer, peripheral devices, telephony equipment, printers, copiers and fax machines. • Acquires and applies specialized knowledge of the functional area within which job is performed, e.g. any relevant application needed for provisioning; Siemens/AVAYA phone software; workforce management or call monitoring software; Knowledge Base software, business software including MS Windows and Office XP, including Access, Excel, PowerPoint, and Outlook; Apple OSX, all other operational network applications such as Exchange, OLS, CARS, Lawson, CampusVue, and Hyperion; as well as, Tier 1 service support, hardware troubleshooting for desktop computers, printers, and peripherals. • Acquires and applies relevant knowledge of concepts related to broader role function, e.g.
ITIL Foundations, customer service, knowledge centered support, HDI concepts, documentation and communication. Acquires awareness of organizational structures within the company and externally in terms of reporting relationships and job duties of other staff within the Technology Department. • Performs or assists with special projects as assigned such as: report analysis, data entry, collation of large documents, data checking, training general administrative staff on the Access Management team, applications or policies; performing inventory audits, deployments of equipment, etc and taking responsibility for outcomes of such projects. • Other duties as assigned.

Job Requirements (Knowledge, Skills and Abilities): Knowledge: • Minimum Associates degree or technical institute degree/certificate in Computer Science, Information Systems, Business Administration, or other related field required Bachelor ’s degree a plus. • 0-2 years of solid experience providing call center support in a fast paced environment preferably in a post-secondary institution. • Experience with ITIL Foundations a plus. • HDI support analyst certification a plus.

Skills: • Excellent written and verbal communication skills. • Strong interpersonal skills with any type of user, client or partner. • Superior organization, prioritization, self-motivation, and problem resolution skills. • Personal computing skills: proficiency regarding Internet concepts and Microsoft Office, including Word, Excel, Access, PowerPoint, and Outlook.

  • Previous experience using specific tools and tracking software. Abilities: • Ability to follow detailed written procedural documentation and perform required tasks in an error-free manner. • Ability to interact effectively as a member of a team and work collaboratively with other departments. Leadership qualities a plus.
  • Ability to actively listen to customers (e.g. HR agents, hiring managers, staff, etc.) and to understand and respond positively to their requests. • Ability to work without close supervision and to set job related priorities. • Ability to occasionally lift up to 25 pounds and lift up to 50 pounds with assistance.

Lantek - 23 months ago - save job - copy to clipboard
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Lantek Corporation specialises in sourcing and supplying obsolete, shortage or day-to-day supply of active, passive and electromechanical...