Computer Support Analyst

Description:

Provides customer service and technical support to enterprise customers for desktop technologies, within the established service level agreements; technical services for Enterprise desktop and mobile computing technology solutions, in response to operational issues, service and project support requests, applies technical and business expertise to maximize the use of available desktop technology; and conducts analyses, uses and
updates documentation, and provides recommendations and guidance in support of problem management and the continuous improvement of Desktop Services.

DUTIES AND RESPONSIBILITIES:

Provides customer service and technical support to enterprise customers for desktop technologies, within the established service level agreements:

Receiving tickets in the ITSM tool, consulting with customers to clarify problems and
efficiently analyzing, diagnosing, testing and implementing solutions within the
established SLA, while providing regular status updates.

Analyzing and resolving operational issues and service requests by maximizing the use of
tools, automation or knowledge and verifying solutions with the customers.

Providing alternate solutions to enable customers to remain operational, where an immediate
permanent resolution requires further investigation/action.

Analyzing suitability, compatibility and/or costs for approved desktop, mobile peripherals or applications and recommending best options to meet customer-specific needs.

Answering questions and providing one-on-one customer and/or desk-side support and
guidance related to desktop services.

Providing awareness and education to customers on enterprise best practices, standards and
policies to encourage adherence and ensure maximum operational efficiency.

Resolving tickets on behalf of customers using the defined escalation process, or
collaborating with next level teams and/or business units to resolve operational issues and
service requests.