Position Technical Phone Support Analyst Type Contract Position (phone support level 1 and 2) Job Number SC15472 Location The Woodlands Required Experience Office 365 experience, Windows 10 and 7 experience and some SharePoint exposure, heavy experience with phone support troubleshooting Description Must be the majority phone support with EXCELLENT customer service Responsible for customer-facing call center support activities via Global Call Centers. Provides remote support by resolving incidents, takes ownership and responsibility of an issue from start through resolution, escalate issues and involve experts as required. Works with various ldquoresolver groupsrdquo as needed. Monitor ticket queues, track outstanding calls and work orders. Support services may include, but not limited to Windows domains, Active Directory, Terminal Server, Mobility Support, Printers Internet, Hardware, VPN Office 365 and SharePoint, Lotus Notes Outlook Windows 10 and Windows 7 Storage, Network, Security, Applications and Client Services Internal global business applications (e.g., SAP, E-Business portal, etc.) Perform new user account administration and terminations. Assist with facilitating the restoration of normal operational services with minimal business impact. Adheres to call center process compliance and improvement initiatives. Leverages company's social networking capabilities to capture support activities and help support end-users. Promotes self-service tools and the knowledge repository. Maintains a general knowledge of company guidelines and procedures. Experience Must be the majority phone support with EXCELLENT customer service Experience working in a fast-paced multiple environment is highly desirable. Must have experience supporting Windows 10, Office 365 and SharePoint. Must have a level of proficiency with Internet, Email, and Microsoft programs (Excel PowerPoint). Working knowledge of Windows domains, Active Directory, Terminal Server, Mobility Support, Printers, VPN Lotus Notes. Fluency in verbal and written English. Other languages are an extra (but not required). Experience with ITIL framework, ITIL V3 Foundation certification would be a plus. Information Technology or Systems certifications would be considered a plus.
Associated topics: accumulate, analyse, analyst, customer service, customer service analyst, data, report, statistics, support analyst