Business Line FT | Analyst | North Carolina

Job Summary

LOCATION: North Carolina
Division/Department EUC SBU
Location List PRF #
Reports to No of position

Stream : SERVICE DESK Type of position: List

Title List

Level of SD Admin List

General Description

Responsibilities :-
·       Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
·       Route problems to internal 2nd and 3rd level IT support staff.
·      Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
·      Administer and provide User account provisioning.
·      Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
. Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate
support teams and follow up until closure.
. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution,
and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
. Perform user account management activities
Escalate complex problem to appropriate support specialists
Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,
presentation graphics, database management systems, electronic mail, and communications)
. Troubleshoot client software and basic network connectivity problems
. Identify, evaluate and prioritize customer problems and complaints
. May train users and operators on a limited basis and/or may write training procedures
. Participate in on-going training and departmental development
. Routine maintenance updates with other IT staff and business units
. Provide all required documentation including standards, configurations and diagrams
. Provide knowledge transfer of EUC operations

Technical Requirements

·         Phone support experience necessary.
·         Technical helpdesk or technical call center experience is necessary.
·         Disciplined, systematic problem solving skills required.
·         Hands-on work experience with the following:
·         Windows Operating systems
·         Clients: Windows7, Windows Vista, Windows XP, Windows 2000
·         Servers: Windows 2000, Windows 2003, Windows 2008,
·         Knowledge of Active Directory, Exchange 2003/2007
·         ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
·         User account creation for Active Directory, Exchange Mailboxes, Distribution lists
·         Remote desktop connectivity applications like SMS,
EXPERIENCE: 4.5-8 Years