It Service Desk Analyst
Provides problem determination and resolution; related to ACS technology issues primarily via telephone support and other communication tools such as e-mail, instant messaging and remote desktop tools. Records pertinent information about all incidents and resolutions to ensure customer satisfaction. Assists with special projects as required to enhance customer relations.• Performs problem determination and resolution support on ACS standard hardware and software following the established standards and operating procedures.• Provides a high level of professionalism and customer service in all dealings with customers.• Develops a working knowledge of the customer’s business need in order to provide technical support in the business environment.• Utilizes problem management system to ensure customer problems are resolved.• Follow established escalation procedures when problems need to be elevated to the next level of support.• Assists with technical evaluations of new hardware and software as assigned to ensure products being evaluated meet business and technical requirements.• Assists with the developing and testing of new and enhanced process and procedures.• Assists with customer training as required.• Uses all available educational resources to keep abreast of new developments in hardware, software, ACS policies, and customer satisfaction techniques.• Answer Live Chat and trouble shoot all issues. • Assisting with updating the Knowledge Base in Right Answers• Main support for all VIP’s within the organization (VP’s, Senior VP’s, CEO, CIO, CFO and their assistants)• Work on Network Security Issues as a SME, (Subject Matter Expert), ie. Virus and Malware remove and security intrusions..• Assist on hand with all members of the Indianapolis office as well as any visitors. • Work the incoming ticket queue and reach out to users around the world who are working remotely and in the offices.
