服务台支持分析师
Service Desk Support Analyst
寻找一名全职人员担任服务台支持分析师。入选人员将为用户报告的约5000起事件和请求提供技术支持，包括但不限于密码重置、账户解锁、Windows和macOS问题排查、VPN支持、Microsoft 365支持、打印机协助和事件分类。服务预计在周一至周五早上6:30至下午5:00期间进行。
工作将以远程方式进行，偶尔需要现场会议。现场会议将提前安排。
职责
- 提供及时且一致的基于电话的IT用户支持
- 保持高质量的终端用户体验
- 达到实时服务目标（RSOs）
- 确保事件和请求的正确记录和升级
- 在定义的RSOs内响应事件和服务请求
- 记录故障排除步骤和解决方案
- 适当升级问题
- 维护知识库的准确性
- 遵守安全和身份验证程序
- 提供知识转移
最低要求
· 高中文凭/GED，具有4年技术支持相关经验
· 专科学位可替代2年工作经验
· 本科学位可替代4年工作经验
期望技能
· 了解计算机硬件、软件和移动设备组件
· 了解Windows、macOS和移动操作系统，包括配置和故障排除
· 了解网络基础，如TCP/IP、DNS、DHCP和VPN
· 了解Active Directory、组策略和端点安全工具
· 了解ITIL最佳实践中的事件和资产管理
· 具有诊断和解决复杂硬件、软件和连接问题的能力
· 具有高效优先级排序和解决服务工单的能力
· 具有与用户、技术人员和管理层沟通协作的能力
· 具有分析并识别重复技术问题趋势或根本原因的能力
· 能够识别潜在的IT安全相关情况
· 能够提供高质量、以客户为中心的技术支持
· 能够在动态环境中管理多个优先事项并按时完成任务
· 能够适应不断变化的技术和组织需求
最初发布于Himalayas
查看英文原文
Seeking one full-time resource to work as the Service Desk Support Analyst. The selected resource will provide technical support for incidents and requests reported by users (approximately 5,000) including, but not limited to, password resets, account unlocks, troubleshooting Windows and macOS issues, VPN support, Microsoft 365 support, printer assistance, and incident triage. Services are anticipated to be conducted Monday through Friday from 6:30am to 5:00pm.
The work is expected to be done remotely with rare on-site meetings. On-site meetings will be planned in advance.
Tasks
- Provide timely and consistent IT phone-based user support
- Maintain high-quality end-user experience
- Meet real-time service objectives (RSOs)
- Ensure proper documentation and escalation of incidents and requests
- Respond to incidents and service requests within defined RSOs
- Document troubleshooting steps and resolutions
- Escalate issues appropriately
- Maintain knowledge base accuracy
- Follow security and identity verification procedures
- Provide knowledge transfer
Minimum Qualifications
· High school diploma/GED with four (4) years’ experience in Technical Support roles
· An Associates degree substitutes for 2 years of experience
- A Bachelor’s degree substitutes for 4 years of experience
Desired Skills
- Knowledge of computer hardware, software, and mobile device components.
- Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting.
- Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN.
- Knowledge of Active Directory, Group Policy, and endpoint security tools.
- Knowledge of ITIL best practices for incident and asset management.
- Skilled in diagnosing and resolving complex hardware, software, and connectivity issues.
- Skilled in prioritizing and resolving service tickets efficiently.
- Skilled in communication and collaboration with users, technical staff, and management.
- Skilled in analyzing and identifying trends or root causes of recurring technical issues.
- Ability to identify potential IT security-related situations.
- Ability to deliver high-quality, customer-focused technical support.
- Ability to manage multiple priorities and meet deadlines in a dynamic environment.
- Ability to adapt to evolving technologies and organizational needs.
Originally posted on Himalayas