IT Analyst / USA

Client Services Analyst with extensive skills in deskside, phone & instant messaging support for IT technical troubleshooting in a Windows based environment and great customer service skills

Provide front line technical assistance to internal employees for all IT related issues. Responsible for assisting users deskside, calls/chats and emails and documenting work instructions and solutions provided to the user. Great customer service skills required and the ability to multi-task in a fast paced environment.

EDUCATION/EXPERIENCE/TRAINING: Bachelor's Degree in an IT related field or equivalent experience. 4+ years' minimum experience.

SKILLS/KNOWLEDGE: Knowledge of business processes and IT industry trends and developments. Demonstrated technical competence within area of expertise. Advanced analytical and problem solving skills. Excellent communications and customer service skills. Knowledge of Exchange/Outlook, Active Directory (AD), Live Communication Server (LCS) and Windows Server. Skilled in the support of Microsoft Office Suite and Operating Systems.

DUTIES/RESPONSIBILITIES: Under general supervision, responds to and diagnoses moderately complex problems for enterprise-managed applications and systems and/or hardware, software, and network problems. Interacts with vendors and other functional teams in order to restore services and correct core problems. Handles and tracks routine incidents and problems escalated by the solutions center and provides resolutions. Configures and deploys hardware in accordance with agreed upon SLAs. Handles special project as needed.