Technical Customer Support Analyst
Core
Provide operational IT support, access management, and device configuration for onsite and remote users within the Technology, Engineering & Operations group.
Role type
IT Service Analyst (Level 1 Support)
Builds
IT Service Desk operations and end-user device support
Domain
Health Insurance / IT Operations
Deliverable
client delivery
Required skills
Incident management, Avaya desk phone setup, call management systems, Microsoft Office, Windows 10 support, Active Directory, Citrix Support, SCCM, Exchange account maintenance, Networking & patching
Preferred skills
ITIL foundation certification, Microsoft certification, Service Now experience
Responsibilities
Provide technical support including Avaya level 1 voice support, Install and configure end-user devices, Manage IT Service Desk Incidents and Service Requests, Manage User system access for various applications, Identify ways to improve service quality and process efficiency, Ensure incidents are managed in accordance with SLA targets, Escalate issues and outages to the team leader, Prioritize and allocate requests within IT Support teams