Technical Support Analyst

Job Responsibilities

• Provides laser-like focus on customer service and satisfaction with some knowledge and experience of incident management, problem management and change management processes, practices and procedures.
• Serves as the first point of contact for the DTS Department and acts as a liaison between the client community and the rest of the DTS Department.
• Adheres to Service Desk standards, processes and systems required to deliver consistent high quality customer service.
• Diagnostics and resolves problems which may involve hardware, packaged software, proprietary software and peripheral equipment over the phone, via remote control tools or on-site.
• Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions.
• Manages Level 1 queues and recommends new queues to insure proper categorization and assignment of issues.
• Captures and coordinates queues for site/service, working with various stakeholder groups.
• Provides recommendations on how to improve the quality of service as well as reducing repeat incidents.