Job Description
The Technical Support Analyst is responsible for providing day-to-day technical support to end-users, while providing optimal service to the firm.
Respond to help desk calls, emails, walk-in requests and provide one-on-one support to end-users within established SLAs.
Provide desk-side support as required for calls that cannot be resolved over the phone.
Responsible for the entry of service requests, incidents and resolutions into the Service Management software, while following existing procedures.
Resolve incidents and problems using remote access software within established SLAs.
Escalate incidents and problems that cannot be resolved over the phone or through remote access using appropriate escalation procedures.
Record and maintain documentation and solutions stored in the internal knowledgebase.
Provide and support laptops and mobile devices for end-users as required.
Available during evenings and weekends to provide off-hours support on a rotational basi...
Respond to help desk calls, emails, walk-in requests and provide one-on-one support to end-users within established SLAs.
Provide desk-side support as required for calls that cannot be resolved over the phone.
Responsible for the entry of service requests, incidents and resolutions into the Service Management software, while following existing procedures.
Resolve incidents and problems using remote access software within established SLAs.
Escalate incidents and problems that cannot be resolved over the phone or through remote access using appropriate escalation procedures.
Record and maintain documentation and solutions stored in the internal knowledgebase.
Provide and support laptops and mobile devices for end-users as required.
Available during evenings and weekends to provide off-hours support on a rotational basi...
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