Senior Technical Support Analyst

The Senior Technical Support Analyst is responsible to ensure proper computer operation in order for end users to accomplish business tasks in multiple domain environments. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the client device level.

Responsibilities

• Fulfill incoming service requests from end users via telephone, client self-service portal and email in an efficient and courteous manner

• Build rapport and elicit problem details from internal staff

• Escalate problems (when required)

• Prioritize client service request and incidents.

• Coordinate internal/external resources to deliver solution.

• Record, track, and document the service desk request and ...