Job Title: Global Internal Employee Technology Support Analyst II
Job Overview:
This is a client-facing, level-one technology support role responsible for providing technical assistance to a global user base. The position involves troubleshooting MS applications and proprietary systems via voice and chat channels. The Analyst will focus on delivering exceptional client care, ensuring service levels are met, and managing multiple client interactions in a fast-paced environment.
Key Responsibilities:
- Provide first-line technical support to internal employees through voice and chat channels.
- Troubleshoot issues related to MS applications, proprietary systems, and hardware.
- Manage multiple live chat interactions simultaneously, delivering high-quality service.
- Accurately document and escalate tickets to second-line teams when first-line resolution is not possible.
- Collaborate with regional and international teams to ensure best-in-class client service.
- Maintain performance in a fast-paced environment, meeting operational and quality metrics.
Experience:
- 3-5 years of experience in client support, technical helpdesk, or similar roles.
- Strong customer care and communication skills.
- Experience with troubleshooting Windows 10/11, MS Office Suite, Office 365, and SharePoint.
- Familiarity with networking tools like Citrix, VPN, and Cisco AnyConnect.
- Strong organizational skills, with the ability to prioritize and manage multiple tasks.
- Proven track record of meeting or exceeding performance goals related to customer service and issue resolution.
Desired Skills:
- Experience in a technology call center or customer service environment.
- Familiarity with IT Service Management tools like Remedy (preferred but not required).
- Ability to diagnose and resolve technical issues using various resources.
Work Environment:
This is a hybrid position with a work schedule (subject to performance and adherence to service levels). The role is part of a 24/7 Global Service Desk, requiring adaptability to work in a fast-paced, dynamic environment while providing high-quality technical support.
