Technical Support Analyst

Position Overview

The Technical Support Analyst is responsible for providing day-to-day technical support to end-users, while providing optimal service to the firm.

Key Accountabilities

• 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-use...