The role of a Support Analyst is to provide first line support service via the Service Desk, receiving incidents and service requests from telephone calls, intranet forms and emails. The Support Analyst will provide first call resolution to end user service requests while participating in level 1 support on applications and infrastructure incidents. They will also configure and deploy all necessary IT equipment for new employees. The US Operations Support Analyst will participate in the planning, install and support of networks, desktops, printers and internet connections at new field facilities. The responsibilities of this role include, but are not limited to:
Provide first line service desk support by responding to support calls, service requests and logging all incidents into the service desk ticketing system.
Provide first call resolution for desktop, application, email, virus protection/removal, printing, and end user ‘how to’ support requests.
Provide level 1 support on troubleshooting back end server and network connectivity issues, assigning requests to level 2/3 network and server support resources as appropriate.
Provide level 1 support for enterprise applications, assigning requests to level 2/3 application support resources as appropriate.
Provide onsite desktop and deployment support for new releases of key enterprise applications (MudTrac, Control Centre, AX2012).
Configure and deploy desktops, laptops, phones (mobile & landline) and printers for new employees.
Work with the Support Team Lead to ensure accurate stock levels of IT hardware are available for quick response to new hire requests.
Contribute to the knowledge base by creating user guides and documentation for known issues.
Gain a basic understanding of key business specific applications in order to provide ‘value-add’ technical support.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
Will be required to participate in after-hours support on-call rotation.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
1- 3 years relevant work experience.
University or college degree in Computer Science.
Knowledge of basic computer hardware, including PCs, switches, printers, iPhones.
Basic network knowledge and network troubleshooting skills.
Experience with desktop operating systems and applications (i.e. Windows, office, Citrix, Dynamics).
Working knowledge of a range of diagnostic utilities.
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