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Lead Call Center Analyst

Company Name:
Request Technology
Lead Call Center Analyst SUMMARY This investment Company is centralizing the Tier 1 Support to align end user and infrastructure communications bringing increased structure to the Company support model. The successful candidate will be responsible for providing first level support point of contact for end-users. This includes first call diagnosis, troubleshooting and resolution of end user applications and issues. The person will also assist in troubleshooting the problem areas by telephone or e-mail in a timely and accurate fashion or escalation to resolver groups. Interactions include employees at all levels, support resources and third party partners/providers to resolve and escalate problems. ACCOUNTABILITIES- Accountable for taking calls to ensure our customers have the quickest and best possible service. - Accountable to perform remote analysis, diagnosis and resolution of infrastructure and software related issues for end-users. - Accountable to recommend and implement corrective solutions to ensure quick and accurate service delivery. - Accountable to maintain, monitor and troubleshoot end-user workstations and related software to meet or exceed desktop service levels. - Accountable to collaborate with internal and external technicians to ensure efficient operation of the company's end user infrastructure and applications. - Accountable for receiving and respond to incoming calls and/or e-mails regarding Workstation, application or infrastructure related issues. - To answer and perform software move, add, and change (MAC) requests as they are submitted by managers, while assisting in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations. FUNCTIONAL GOALS- Develop, update and communicate process and procedural documentation within corporate SharePoint system. - Serve as an information hub to route internal and external requests to the appropriate support staff and follow the escalation structure when applicable. - Maintain an efficient and structured incident escalation process which minimizes resolution times and properly transfers issues to the most capable support resource. - Resolve as many issues and problems at first call, tracking metrics and documenting incidents through the Company ticketing system while including valuable information for the next level support function. QUALIFICATIONS:- 3 years' working experience with an enterprise class call center ticketing system (Remedy, CA-Service Desk, Service Manager, etc.) - 2 years' experience in a Call Center position. - 2 years' of DNS, DHCP and Active Directory technologies - 2 years' experience in a technology position with a broad knowledge of end user support of desktop, laptop and distributed systems. - 3 years' experience in Microsoft Desktop Operating Systems including Windows XP and Windows 7 - 1 years' experience in Microsoft System Center Operations Manager or System Center Configuration Manager. KNOWLEDGE, ABILITIES and SKILLS:- Technical skills through understanding of Windows based PC hardware, peripherals and networking. - Excellent understanding of Call Center operations - Excellent verbal and written communications skills with technical and non-technical staff and end-users. - Excellent customer service skills, including empathic listening skills - Excellent follow up skills to see task through to resolution and communicate problem status to end users and management such as notification of completion, notification of delay and explaining rationale. - Knowledge in the following technologies: Microsoft Windows XP/7, Office Professional (Outlook, Word, Excel, Access, PowerPoint), VPN and remote access clients, mobile devices, Microsoft Internet Explorer, Adobe Acrobat, Antivirus client software, imaging tools (Ghost, etc.), software distribution tools (System Center Configuration Manager, etc.) KEY INTERFACES- IT Management - IT service providers - External Software vendors - Applications development and support - Architecture, Engineering and Planning - End Users MYK62683JR

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