Senior Analyst - English, French, Microsoft Windows
About this role
Job Summary
The primary function is to provide Tier 1 support to customer via phone, email and other sources. Need to ask appropriate questions and use knowledge and resources to diagnose and resolve their issues, if required escalate issues that extend beyond Tier I span of control.
Key Responsibilities
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat to end users • DL Creation, Modification, Owner Changes, Member changes • Mitel Phone – forward number to cell • Wifi – Connecting to guest
Skill Requirements
Cell Phone Upgrade – Help setting up new phone, changing authenticator to new phone • User accounts – extend vendor access with mgr approval; pw reset help; • Route problems to internal 2nd and 3rd level IT support staff. • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
Other Requirements
Administer and provide User account provisioning. • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention\'s.
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