IT 运营支持分析员 初级
IT Operations Support Analyst Tier 1
Cellular Sales
IT运维支持分析师I
职级非豁免
汇报对象IT运维支持团队主管
职位描述
职责概述/目标
运维支持分析师I作为客户代言人，负责问题分类和解决，并将支持问题升级至相关人员。为内部终端用户提供与硬件、软件和行政问题相关的首要支持。与运维支持分析师II和资深分析师紧密合作，处理复杂的支持问题和技术开发。
主要职责
· 负责通过电话和IT服务管理系统处理用户请求，提供高标准的客户服务体验。
· 回应、评估并优先处理通过多种服务渠道（包括工单系统、电话和聊天）收到的服务请求，以满足用户的不同需求。
· 作为客户代言人，研究、排查并推动及时彻底地解决问题。
· 及时向相关人员沟通计划、进展和问题，并对终端用户进行跟进。
· 使用标准工单系统记录问题，并维护相关问题文档的历史记录。
· 排查并支持专有软件程序以及第三方软件和应用程序。
· 在零售或企业环境中排查硬件问题，包括但不限于台式机、笔记本电脑、平板电脑、支付终端和门店技术设备。
· 支持VIP级别的请求，提供更高标准的客户服务。
· 有定期前往总部和零售场所进行培训或特殊项目的需求。
· 负责遵守公司规定的流程，并向相关人员报告差异情况。
能力要求
· 客户导向：了解（内部和外部）客户的业务需求并据此行动，预见客户需求，将客户满意度和服务放在首位。
· 适应力：在变化的环境、任务和职责中保持效率，达成既定目标。
· 口头沟通：有效地表达想法和信息。
· 问题解决：具备识别各种复杂问题并找到有效解决方案的能力，即使在缺乏明确指导的情况下。
· 团队合作：作为高效团队的一员，共同实现共同目标。
查看英文原文
Cellular Sales
IT Operations Support Analyst I
ClassificationNon-Exempt
Reports toIT Operations Support Team Lead
JOB DESCRIPTION
Summary/ObjectiveThe Operations Support Analyst I acts as a customer advocate, triaging, and resolving issues and escalating support issues to appropriate personnel. Provides primary support to internal end users related to hardware, software and administrative issues. Works closely with Operations Support Analyst II and Staff Analyst on troubleshooting complicated support issues and technical development.
Essential Functions
· Responsible for handling user requests that come in via phone and IT service management system with white-glove customer service experience.
· Answers, evaluates, and prioritizes service requests received via multiple service channels which can include ticketing systems, phones, and chat for users’ various needs.
· Act as customer advocate, researching, troubleshooting and pushing for thorough resolution of issues in a timely manner.
· Responsible for communicating plans, progress, and issues in a timely manner to appropriate personnel, including follow-up to end users.
· Responsible for recording issues using standard ticketing system and maintain historical records for related problem documentation.
· Troubleshoot and support proprietary software programs as well as third party software and applications.
· Troubleshoot hardware in a retail or business environment which can include but not limited to desktops, laptops, tablets, payment terminals, and store technology.
· Supports VIP level requests with elevated customer service.
· Available to travel to headquarters and retail locations periodically for training or special projects.
· Responsible for adhering to company documented processes and reporting discrepancies to appropriate personnel.
Competencies
· Customer Focus: Knowing the (internal and external) customer business needs and acting; accordingly, anticipating customer needs and giving high priority to customer satisfaction and customer service.
· Adaptability: Maintaining effectiveness in reaching set goals by adapting to changed circumstances, tasks, and responsibilities.
· Oral Communication: Shaping and expressing ideas and information in an effective manner.
· Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
· Teamwork: Working as a productive member of a cohesive group toward a common goal and contributing to team development and effective team dynamics.
· Usage of Technical Expertise: Acquiring and applying technical and functional knowledge in one's own technological area of specialty.
· Written Communication: Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology.
· Results Orientation: Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations and being ready to act and show tenacity in case of obstacles or resistance.
Supervisory ResponsibilityThis position has no supervisory responsibilities.
Work EnvironmentThis job operates primarily in a professional remote environment with travel to headquarters and retail locations as needed.
Physical DemandsMust be able to perform repetitious hand/eye movement. Must be able to sit for long periods of time. Must be able to utilize a monitor/screen for long periods of time.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Position Type/Expected Hours of WorkThis is a full-time position. Days and hours of work are dependent upon business needs. May have an opportunity for additional hours based on projects or business needs.
Travel
1 – 10%
Required Education and Experience
· High School diploma or equivalent experience required.
Preferred Education and Experience
· AS degree in technical field.
· 1-year minimum verifiable technology support.
· Industry N+ / A+ / S+ certifications.
· Experience with Microsoft and IOS operating systems.
· Experience with Active Directory.
· Basic knowledge of Networking.
AAP/EEO StatementReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Originally posted on Himalayas