User Support Analyst on-site

Profile

User Support Analyst (On-site)

Duties: Respond to requests for technical assistance in person, via phone, and electronically. Diagnose and resolve technical hardware, software, VoIP phone, and smartphone issues. On-site representative and contact for technology vendor appointments. Setup, testing, and delivery of meetings and conferences within the office. Track, route, and redirect problems to correct resources. Log all help desk interactions in the ticketing system. Follow up with customers, provide feedback, and see problems through to resolution, including escalated calls. Ensure proper recording, documentation, and closure of all end-user help calls or requests. Prepare video conference and A/V equipment for meetings and troubleshoot connectivity issues as needed. Perform basic troubleshooting for data center equipment and network issues. Continuously review and maintain training materials and knowledge base used within the Help Desk and the creation of new subject areas. Mentored team members in areas of troubleshooting, customer service, and documentation. Assist in the training of newly hired Help Desk team members. Assist in the overall review of incidents and service requests to ensure correct solutions and adherence to process. Assist in daily/weekly/monthly performance reporting including analysis of key performance indicators and trends. Continuously review existing processes for areas of improvement and the development of new processes. Maintain technical knowledge of all supported products through training and hands-on experience. Responsible for assisting in emergency procedures and assisting in the coordination of resources to respond to those emergencies to assure system reliability. Available after business hours and weekends for system upgrades and planned maintenance. Other duties as assigned.

Company info

Blank Rome LLP
2029 Century Park East 6th Floor
Los Angeles
California
United States 90067
Website : http://www.blankrome.com