企业服务台分析师（HC）
Analyst, Enterprise Service Desk (HC)
类别：技术
地点：南非高登省南非
简介
企业服务台负责作为客户或系统生成请求的初始接触点，进行分类，然后解决或准确升级，同时每天提供世界级的客户服务。一级支持人员协助技术人员的升级，同时遵循已记录的政策和程序，有效设置正确的工单优先级，然后根据我们的标准升级流程远程或在客户现场解决问题。
职位职责
- 作为所有IT相关支持请求的第一接触点，主要通过电话，必要时通过电子邮件和/或工单系统。
- 在整个工作日保持登录到电话队列，以确保持续的客户服务。
- 排除并解决基本的桌面、软件、网络和硬件问题。
- 协助客户安装、配置和使用台式电脑、移动设备、打印机和其他外设设备。
- 遵循既定的故障排除和升级程序，确保及时解决或正确转交至更高层级的支持。
- 在工单系统中准确记录所有支持请求、解决方案和客户互动。
- 与供应商合作解决软件和硬件相关的问题。
- 安装和配置操作系统、软件应用程序、补丁和更新。
- 执行基本的病毒检测、清除和系统安全维护。
- 监控并处理备份失败，在需要时协助数据恢复工作。
- 教育终端用户关于网络安全和IT资源使用的最佳实践。
- 协助密码重置、账户创建和访问控制。
- 参与非工作时间的值班轮班，按需提供支持。
- 记录和处理技术问题和客户互动，必要时进行升级。
资格要求
- 需要技术或相关领域的副学士学位。
- 需要5年微软环境经验。
- 有2年MSP相关经验者优先。
- 网络+和安全+认证优先。
- 知识、技能和能力：
- 了解VMware、Citrix、VPN和终端服务。
- 备份技术。
- 互联网/DNS/电子邮件/通信问题。
- 对Windows操作系统、Microsoft Office套件和云应用有深入理解。
- 了解基本网络知识。
查看英文原文
Category: Technology
Location: South Africa Gauteng South Africa
SUMMARY
Enterprise Service Desk is responsible forserving as an initial point of contact for triaging, then resolving oraccurately escalating incoming client or system generated requests as well asproviding a world class client experience daily. Level Ones assist withescalations from Technicians while following documented policies and proceduresto effectively set correct ticket priority, then work to resolve issues inaccordance with our standard escalations process either remotely or onsite withour clients.
JOB RESPONSIBILITIES
- Serve as the first point of contact for allIT-related support requests primarily via phone and as needed via email and/orticketing system.
- Be logged into the phone queues throughoutthe entire workday to ensure consistent client support.
- Troubleshoot and resolve basic desktop,software, network, and hardware issues.
- Assist clients with installation,configuration, and usability of desktop computers, mobile devices, printers,and other peripheral equipment.
- Follow established troubleshooting andescalation procedures, ensuring timely resolution or proper handoff tohigher-tier support.
- Maintain accurate documentation of allsupport requests, solutions, and client interactions in the ticketing system.
- Work with vendors to resolve software andhardware-related issues.
- Install and configure operating systems,software applications, patches, and updates.
- Perform basic virus detection, removal, andsystem security maintenance.
- Monitor and address backup failures,assisting in data restoration efforts when needed.
- Educate end-users on best practices forcybersecurity and IT resource usage.
- Assist with password resets, accountprovisioning, and access control.
- Participate in an on-call rotation forafter-hours support as needed.
- Documenting and addressing technical issuesand customer interactions, escalating as necessary.
QUALIFICATIONS
- Associate's Degree inTechnology or related field required.
- 5 years of experiencewith Microsoft environments required.
- 2 years of MSPspecific experience preferred.
- Network+ and Security+certifications preferred.
Knowledge, Skills, AndAbilities:
- Knowledge of VMWare,Citrix, VPN and Terminal Services.
- Backup Technologies.
- Internet/DNS/E-mail/Communicationissues.
- Strong understandingof Windows operating systems, Microsoft Office Suite, and cloud applications.
- Knowledge of basicnetworking concepts, including DNS, DHCP, VPN, and firewall configurations.
- Familiarity withremote troubleshooting tools and remote desktop applications.
- Ability to diagnoseand resolve technical issues in a structured and efficient manner.
- Excellentcommunication and customer service skills with a professional demeanor.
- Strong documentationskills with attention to detail.
- Ability to workindependently and as part of a team in a fast-paced environment.
- Adaptability toshifting priorities and willingness to learn new technologies.
- Flexibility andadaptability for scheduled shift times
Attributes That WillDrive Success:
- Strong problem-solvingskills and a client-focused approach.
- Ability to remain calmand professional in high-pressure situations.
- Commitment tocontinuous learning and skill development.
- Proactive approach toidentifying and addressing recurring issues.
- Compliance withcompany policies, procedures, and security best practices.
JOB REQUIREMENTS
- Should be willing toaccept a long-term work-from-home arrangement.
- Should be amenable toa permanent night shift schedule.
DetailsOriginally posted on Himalayas