Technical Support Analyst
-Provides first contact technical support for hardware, software, procedures, password resets, etc. via the telephone, email, and/or the internet/intranet-Uses knowledge-base and documentation systems to troubleshoot, resolve, document, and/or research incidents-Follows and supports workforce management, service management, and incident handling procedures and philosophy to resolve business partner's problems-Quality Customer Service - Including Remarkable principles-Responsible for diagnosing and documenting customer's technical and "How To" problems and resolving, educating, escalating or assigning problems to appropriate area-Educates customer on how to avoid future related problems and may serve as customer's contact for status and/or customer concurrence of problem resolution-Demonstrates knowledge of procedures, processes, tools, and systems-Keeps abreast of technological changes pertinent to their job responsibilities (BB items, Outages, updates on procedures)-Adapts approach as the situation demands - Accepts and is supportive of changeIdentifies, resolves, escalates or assigns routine incidents with limited direction
