Technical Analyst Role and Responsibilities
The key role of the MCE Service Desk is to be the point of contact to address and quickly resolve technical issues raised by the end user.
The Service Desk operates as a technical resource for MCE providing support, testing, and initial triage whenever issues arise within contact center applications.
The Service Desk team supports the organization 24 x 7 and this position provides value-added support and an exceptional experience to our internal clients.
Flexibility for availability in advance to work evening, on-call, and weekend shifts is required.
Provides Tier 1 support (and as assigned Tier 2 support) - Addresses technical issue inquiries received via phone, ticket portal, chat, and email.
Adhere to Service Level goals in responding to and triaging reported issues
Troubleshoot, resolve, and document more complex tickets related to technical difficulties with employee hardware, software, and networks
Escalate trouble tickets when required
Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request as well as foster and maintains professional communicative relationship with contact center leadership
Work and interface with end users on a daily basis. Install, configure, and support client workstations and laptops.
Identifies opportunities for Service Desk to improve 1st Call Resolution by troubleshooting based on technical / application expertise.
Identifies opportunities to ensure Application Documentation, Service Catalog, Service Desk Knowledge Based Articles and Service Desk operating procedures are current.
Demonstrates ability to query and analyze information from the Service Desk Ticketing system.
Maintain and patch software and equipment as needed as well as take part in documentation and asset inventory.
Assist Systems Administrators, Manager and Director in specific project tasks as directed
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Leads or participates in team projects that enhance the quality or efficiency of service. May coordinate special projects for the Service Desk.
Leads and assists other Service Desk staff in support of a major or complex product
Assists with producing daily, weekly, monthly and quarterly statistical Service Desk performance reporting to monitor overall effectiveness of service
Performs root cause analysis on outages caused by maintenance activity
Be available to assist with any baseline or PLV (Post Launch Verification) testing as necessary including hypercare activities
Understand prioritization procedures for changing scope and project acceptance procedures
Accurately tracks, documents and allocates time through weekly timesheets
Comply with all security and confidentiality regulations of the company
Available to participate in evening, weekends, and on-call support program.
Other tasks as assigned
Experience working with Cisco PCCE applications and Salesforce support is must.
Proficient in Microsoft Office Suite applications and in database creation and maintenance.
Service Now, VDI environments, and remote desktop support tools a plus
Experience with JIRA and Confluence, okta and MS active directory it’s a plus.
Must be able to demonstrate the ability of maintaining privacy and confidentiality, critical thinking skills, follow company policies and procedures.
Must have strong customer focus, a demonstrated ability to work within a team of service-oriented individuals and excellent customer service skills
Must be able to manage multiple priorities and track own activities and tasks; performing work as prioritized by supervisor, and escalating conflicts and issues appropriately and in a timely manner.
Ability to take direction well and follow detailed instructions
Experience working within a technology support organization
Strong functional analytic skills in a call center environment
Professional and courteous communication skills (both oral and written skills)
Desire to learn and grow within the organization
Proving experience in technical Support L1 / L2 is required for this role
Internal candidates must be in good standing in order to be considered.
High School Diploma or GED
Ability to plan, organize, and implement projects in a timely manner
Ability to work in a high energy, fast paced environment
Ability to research, review and act independently when needed
Minimum of one year of tech support in call center environment.
Must be able to work flexible hours including some overtime as needed