As a member of the IT Services' Client Support Team, the Client Support Analyst has responsibility for the delivery of a wide range of basic to moderately complex information technology support services which span the full product and service offerings using exceptional customer service skills. Typical duties include providing first and second level support over the phone for incidents, issues, and order requests related to desktop computing email, systems access, logon support, telephony services, custom reporting, supported applications and general inquiries related to IT products and/or services. The Analyst will conduct initial assessment of incoming service requests using a consultative approach to resolve, escalate or begin fulfillment process with appropriate provider(s) while effectively documenting issues and requests using Service Management applications for tracking, workflow and follow up. Additional activities will include coordination and facilitation of service requests to ensure timely and accurate fulfillment while keeping customer aware of request, incident or outage status; applies knowledge of service level agreements to prioritize work orders and assignments. Incumbents may assist work activity for less experienced IT Support Center staff; provide assistance in training new staff members and ensure effective and efficient response and appropriate follow up internally and with customers; updating training materials and IT Support Center documentation as needed.
Minimum of two years of professional experience within a customer service or support capacity, help desk or similar customer focused role. Required Demonstrated experience and knowledge of basic Windows, Mac, and tablet operating systems, exchange messaging, web applications, network connectivity, telephony and standard hardware and peripherals; effective and efficient troubleshooting. Required Verbal and written communication skills to effectively communicate with users and staff at all levels and technical ability; able to use Standard English grammar and punctuation. Required Ability to effectively analyze customer requests for support to resolve or assign to appropriate provider. Required Ability to learn and apply IT Support Center software, processes and procedures to document and track incoming requests for service. Required Ability to apply knowledge of essential information technology concepts to provide support for customer requests and to resolve problems or issues. Required Bachelor's degree in Business, Information Systems, Computer Science, or similar OR equivalent relevant professional experience and training Required
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