eServices Support Analyst
SAVVIS Inc. - Washington, DC

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Savvis, which merged with CenturyLink in July 2011, is an outsourcing provider of managed computing and network infrastructure for IT applications. By outsourcing to Savvis, enterprises can focus on their core business while Savvis ensures the quality of their IT infrastructure. Leading IT organizations around the world have selected Savvis to help them improve their service levels, reduce capital expense and deal with the rising costs of bandwidth, energy, real estate, staff and expertise. As a pioneer in utility computing, Savvis understands and harnesses the latest advances in technology such as virtualization, cloud computing and support process automation.

General Responsibilities:
Provide 1 st Tier support to all staff and their representatives

Log all incoming incidents and requests and actions taken to resolve them

Attempt to troubleshoot and resolve incidents and satisfy requests

Correctly refer unresolved incidents to higher level support work groups

Update the incident record upon resolution or escalation.

Provide follow-up status to end-users in accordance with specified support policies and procedures

Ensure closed incidents are adequately documented

Increase personal knowledge of business and technical environment with the goal of increasing first-call resolution rates

Improve knowledge of, and ability to operate, all support tools and technologies

Required Skills

Technical Qualifications:
Demonstrated technical and analytical skills

Proficient typing skills (for example, 40 words per minute)

Basic understanding of information systems technology to include common computer applications, operating systems, hardware, networks, and messaging systems

One year minimum direct support to end-users of IT applications, or relevant experience in a technical or customer support environment

AA degree in Information Systems Management area or related field, or equivalent work experience preferred.

Required Experience

Technical Skills Requirements:
Agent must have an the indicated skill level in each of the following areas:

PC Hardware Environment




Internet Explorer


Client/server terminology




MS Windows


Communication and Customer Service:
Ability to work effectively as a team member

Pleasant, professional, and courteous personality

Excellent verbal and written communication skills

Strong administrative skills: organized, efficient, and versatile

Strong customer service approach to dealing with people at all levels

Incident Solving:
Analyze and break down the incident using previous experience and knowledge to reach the root cause of the incident

Use initiative to find ways of solving incidents. Clear and logical thought processes are required to identify causes of an incident

Able to listen to a caller explain the incident, determine the probable cause, and logically take the caller through a step-by-step incident determination procedure, using telephone support

Able to categorize an incident correctly for call tracking and logging purposes