Senior Analyst - English, French, Microsoft Windows

Job Summary

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 Perform user account management activities\\\\r\\\\n• Escalate complex problem to appropriate support specialists\\\\r\\\\n• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications) 

Key Responsibilities

Software Distribution – push software, remove software • Print Driver Installation, help installing new printer from printerlogic • 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.

Skill Requirements

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. • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution.