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Analyst / IT Support Specialist- Help Desk Support – Bilingual desk

Job Description:

we need people who speak English and Spanish The End User Computing Analyst I position provides solutions to problems of a basic to moderate nature. This position requires Windows 10 and MAC troubleshooting knowledge along with understanding of a desktop, laptop, tablet and mobile devices and Office 365 applications. This position deals with customers directly so a strong customer service background is required with excellent communication skills both verbally and via email along with a calm demeanor. Strong organization and attention to detail is paramount. Duties include technical support and problem resolution for email migration, mobile device provisioning and setup, wireless network, printing, and end user desktop application support. Customer support will be given virtually as a member of small, focused support team dedicated to resolving customer issues associated with the Company Separation technical changes to the end point systems. These positions will utilize the End User Support areas problem resolution management system along with other approved tools to reach problem resolution.

Job Requirements:

To maintain high login Efficiency (Availability) for customers.
To provide level 1 remote desktop support to resolve tickets or provide hardware or software or network problem diagnosis or resolution via telephone or email or chat within agreed SLA of ticket volume and time.
To update work logs and follow shift or escalation process to escalate complex problem to appropriate support specialist route problems to 2nd and 3rd level IT support staff as the case be. Work on value adding activities such Knowledge base update and self development.
To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.


Associate of science, B.E, B.I.S(Bachelor of Information Sciences), B.I.T, B.Sc (Hons), BA(Hons), Bachelor of Arts, Bachelor of Business Studies(BBS), BBA, BBM, BCA, BCom, BCS, BE/B.Tech (Hons), BSc(Eng) – Bachelor of Science in Eng
Experience: 0 – 3 years

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