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Form of workJob Description
Position: IS Support Analyst I
Location: Philadelphia, PA 19104
Duration: 4 Months
Shift timing :- Monday Friday 10 am 6:30 pm
Job Description:-
Skills:
Location: Philadelphia, PA 19104
Duration: 4 Months
Shift timing :- Monday Friday 10 am 6:30 pm
Job Description:-
- Demonstrates basic knowledge of Tier 1 service level support as relates to addressing Hardware (PCor End-User Devices & peripheral equipment), and application software, and operating system issues.
- Exhibits sound customer service skills by effectively handling customer problems and ensuring proper escalation procedures are followed to problem closure.
- Demonstrates sufficient knowledge of call log tracking to record accurately all needed information.
- Tracks all customer service items to completion.
- Evaluates customer service issue to determine level of service needed.
- Resolves all Tier 1 issues.
- Escalates Tier 2 issues to appropriate resource.
- Maintains and increases knowledge of Client IS application, hardware, mobile devices, and multiple operating system platforms.
- Provides laser-like focus on customer service and satisfaction with some knowledge and experience of incident management, problem management and change management processes, practices, and procedures.
- Serves as the first point of contact for the IS Department and act sas a liaison between the client community and the rest of the IS Department
- Adheres to Service Desk standards, processes and systems required to deliver consistent.
- high quality customer service
- Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software, and peripheral equipment over the phone, via remote control tools or
- on-site.
- Maintains strong technical skills to provide prompt support for customers to determine.
- problems and provide resolutions.
- Manages Level 1 queues and recommends new queues to insure proper categorization and assignment of issues. Coordinates queues for site/service, working with various stakeholder groups.
- Provides recommendations on how to improve the quality of service as well as reducing repeat incidents.
Skills:
- Able to perform effectively in a team environment as well as with little direct supervision.
- Customer service-oriented team player with first-rate communication, documentation,
- organizational, problem solving, written and verbal skills.
- Ability to understand, analyze and resolve problems, while on the phone or on-site with
- user.
- Must have working knowledge of many various pieces of equipment and software.
- including printers, terminals, PCs, networking, and telecommunication hardware, etc.
- Knowledge and understanding of issues inherent to Microsoft software including, but not
- limited to security, deployment, imaging, auditing, licensing and compliance, deployment.
- and upgrading; features and functionality.
- Organized with the ability to follow established processes and provide recommendations.
- for improvements.
- Ability to analyze and solve problems by investigating and implementing predefined.
- potential solutions using troubleshooting skills.
- Working knowledge of the TCP/IP protocol suite.
- Medical terminology helpful and previous medical EUD or Service Desk level 2 support
- A+ Certification Preferred
- Required Education: High school degree / GED required.
- Required Experience: At least two (2) years of experience providing EUD support, Service.
- Desk support or equivalent experience/knowledge.
- Preferred Education: Some College preferred. Technical School Diploma or equivalent
- Preferred Licenses/certificates/registrations: ACSP, MCP, MCSA, ITIL Foundations, CCNA,
