Position Summary: Global Service Desk II (Associate Analyst, IT Ops) guarantee services are delivered to meet customer business needs and expectations. Triage service requests, ensures proper documentation, notification, escalation, tracking and follow up of all priority incidents. Proactively monitors the network health status via SolarWinds, telephony status via Prognosis, manages Incident Notifications, escalations and prepares post incident analysis.
ESSENTIAL FUNCTIONS:
- 95% - Provides Tier2 service or support through telephone, email or remote to end users in accordance with the service level agreement and escalates to the next level of engineers when appropriate.
- Provides remote support for internal users and resolves issues escalated by Tier1
- Configures and installs software for end user's desktops and laptops remotely or over the phone
- Processes hardware and software replacements based on troubleshooting results by coordinating user setup, upgrades and installations
- Performs end-user training as it regards assistance with supported applications
- Manages and triages service requests and incidents effectively by understanding customer needs and meeting service level requirements
- Communicates company and client-initiated changes to various stakeholders
- Resets or configures network accounts.
- Documents incidents and resolutions within the call tracking application and provides updates to the knowledgebase where applicable
- Sends BCP alerts based on impacted sites and locations
- Participates and performs in project calls and ensure procedures are properly followed and performed
- Assist with on-site support as needed
- 5% - May preform other related duties and responsibilities as assigned and/ or required
REQUIRED QUALIFICATIONS AND EXPERIENCE
- 2 years or more Remote Technical support or IT Service Desk experience
- Experience in handling inbound and outbound calls
- ITIL certified is a plus but not required
- If without ITIL certification, applicant must have proper understanding of Incident, Change, Problem management and Service Request lifecycle
- Knowledge in active directory, O365, SolarWinds, Prognosis, and Service desk ticketing system
- Strong attention to details
- Can work with minimum supervision
- Willing to work non-traditional schedules, weekdays off, holidays, split off's depending on operational needs
- This is a work on-site position
About Continuum Global Solutions, LLC
Continuum Global Solutions customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.
