#NEW# Technical Support Analyst - Up to $6,500 - (6 months Maternity Cover)
With a 30-year presence in the Asia Pacific, wour client rapidly grown with key locations and an expanding network. Internationally, they are operate across six continents, focusing on core sectors.
The Technical Support Analyst role involves prompt, customer-focused service, contributing to IT projects and proactive initiatives. The ideal candidate should have strong communication skills and a commitment to customer satisfaction.
Day-to-day Responsibilities:
- Respond to customer incidents and requests through phone, email, or standard methods within agreed SLAs.
- Resolve customer issues by understanding needs, identifying problems, and providing optimal solutions; expedite corrections or adjustments and follow up to ensure resolution.
- Strive to resolve customer requests on the first contact; identify training opportunities.
- Maintain records of customer interactions in the ticketing system, following communication procedures, guidelines, and policies.
- Provide on-site and remote service using control and administration tools.
- Create and update knowledge articles.
- Manage end-user assets, including setup, configuration, collection, and wiping; ensure asset tracking systems are updated.
- Install pre-packaged software on user-end devices.
- Create, update, and delete user accounts in active directory and supported applications.
- Assist with audio-visual conferencing setup, scheduling, and support.
- Conduct software and/or hardware testing.
- Respond to security incidents, perform initial investigation, and take remediation actions.
- Assist with event monitoring, diagnosis, and response.
- Respond to major incidents: categorize incidents, send notifications, troubleshoot hardware, software, and networks, escalate as needed, contribute to remediation efforts, and participate in after-action analysis.
- Perform basic system management and operational tasks.
- Assist with office move technology logistics.
- Support project delivery.
- Handle ad-hoc tasks assigned by the Manager.
Best Practice / Process Support:
- Collaborate with other teams within the Technology Services Department when necessary to achieve call resolution. The Customer Support Team must provide detailed and precise information on these occasions to enable those teams to ensure a prompt resolution.
- Work with other individuals within the IT Support team to ensure all customer requirements are supported to a high and consistent standard on a daily basis. Ensure effective feedback is communicated to the relevant parties.
Required Qualifications and Skills:
- Diploma or degree educated
- Minimum of 3-5 years of experience in a similar role
- Experience in a professional services or law firm environment is advantageous
- Strong IT skills with a high level of competency in the use of Office 365 and a good understanding of AD, AAD, Exchange
- Document Management ,eg iManage
- Case Management, eg MatterSphere, Visualfiles, Axxia, Prolaw
- Dictation, eg Bighand
- Time Recording, eg Intapp Time
- Enterprise Apps, egElite 3E, HRIS, Interaction
- Intranet, eg SharePoint, Jive
- Microsoft Exchange, Microsoft Office, Active Directory, Vmware, VPN
- Desktop imaging, End user hardware & peripherals, Printers etc.
- Capable of working independently and collaboratively as a team member
- Proactive approach in identifying work to be done
- Excellent organizational skills with acute attention to detail
- Good communication skills and the ability to manage expectations
For more information, please contact [email protected]
