SeniorAnalyst - English, Spanish, Windows

Job Summary

As a Sr Analyst in the Support & Operations work area, you will play a crucial role in delivering exceptional Level 1 remote desktop support for Spanish-speaking customers. Your expertise in troubleshooting and resolving technical issues will directly impact customer satisfaction and operational efficiency. By adhering to quality standards and service level agreements, you will ensure a seamless experience for our clients while contributing to the continuous improvement of our support processes.

Key Responsibilities

· Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users

· 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.

· 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

support teams and follow up until closure.

. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution,

and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs

. Perform user account management activities

Escalate complex problem to appropriate support specialists

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)

. Troubleshoot client software and basic network connectivity problems

. Identify, evaluate and prioritize customer problems and complaints

. May train users and operators on a limited basis and/or may write training procedures

. Participate in on-going training and departmental development

. Routine maintenance updates with other IT staff and business units

. Provide all required documentation including standards, configurations and diagrams

. Provide knowledge transfer of EUC operations

Skill Requirements

Provide first-level technical support for end-users via phone, email, chat, or ticketing tools (e.g., Service Now). Log, categorize, and prioritize incidents and service requests as per defined SLAs. Perform initial troubleshooting and resolution for common IT issues (hardware, software, network access, passwords). Escalate unresolved issues to L2/L3 teams with proper documentation and diagnostics. Ensure accurate and timely ticket updates, including user communication and resolution notes. Monitor and manage incident queues to meet SLA and response time targets. Support user onboarding/offboarding activities (account setup, access provisioning, device readiness). Maintain and follow standard operating procedures (SOPs) and knowledge base articles. Provide status updates to users and ensure a high level of customer satisfaction. Assist in basic IT asset tracking and inventory updates where applicable.

Other Requirements

· Phone support experience necessary.

· Technical helpdesk or technical call center experience is necessary.

· Disciplined, systematic problem solving skills required.

· Hands-on work experience with the following:

· Windows Operating systems

· Clients: Windows7, Windows Vista, Windows XP, Windows 2000

· Servers: Windows 2000, Windows 2003, Windows 2008,

· Knowledge of Active Directory, Exchange 2003/2007

· ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center

· User account creation for Active Directory, Exchange Mailboxes, Distribution lists

· Remote desktop connectivity applications like SMS, Bomgar, Web Ex, Live Meeting, and Windows Native tools

· MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

· Internet browsers (e.g. Explorer, Chrome, Firefox),

· VPN and remote dial-in users

· Support for laptop, desktops, and printers

· PDA and blackberry support

· Others: Adobe Acrobat and other common desktop applications like Winzip, etc