Job Description

Technical Support Analyst (Bilingual)

The Technical Support Analyst (Bilingual) resolves technical issues with a timely response to telephone calls, email requests as well as provides desk side support.


Responsibilities

  • Provide technical assistance and support for incoming service requests related to computer systems, hardware, software, remote access and mobile devices.

  • Monitor service desk phone and ticket management queues. Resolve and respond to all requests in a professional, confident, and courteous manner.

  • Liaise with respective personnel to provide onsite and remote event and AV boardroom support.

  • Document support requests using Service Now

  • Adhere to Incident, Problem and Change Management processes escalating to manager and/or technical IT Service Owner when additional support is required.

  • Supports IT Service Owners team with remote, hands-on troubleshooting and support for lo...

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