IT Support Analyst

Extra Technology is currently recruiting on behalf of a leading global software company for a IT Support Consultant to support their large diverse user community.

This position is responsible to address incidents of service interruption and take steps to re-initiate service or properly escalate for resolution. May work in one of two settings. It may be in a call center/Service Desk or at a local work location. Generally, employees will contact the Service Desk for a request for service related to IT systems, reports, workstations, laptops, printers, phone sets, hand-held devices, portable learning devices, applications or data. If the Service Desk is not able to resolve the problem on the phone, by remote desktop or by e-mail, local service will be provided. Service will be dispatched, a local customer support analyst will respond to the issue or the device may need to be brought to a local work location. Work on problems of limited scope and complexities. Follow standard practices and procedures in analysing situations or data from which answers can be readily obtained.

RESPONSIBILITIES:

- Work in Service Desk or on the client site to coordinate, diagnose and troubleshoot incoming employee calls or incident tickets.
- Provide support services to employees with information technology issues involving hardware applications or data.
- Provide timely resolution of problems or escalation on behalf of customer to appropriate personnel, and provide case status updates to management and end-users.
- May be involved in supporting conferences and large training meetings of users in one location. During this time, local support is critical.
- Follow through with customer inquiries, requests and complaints. Forward difficult and non-routine inquiries or requests to appropriate level for resolution.
- Goal and customer service focused. During times of emergencies, outages and project planned work; be on call and available until the event is addressed. During system conversions, extra effort may be required in order to ensure the roll out of the system is successful.
- Perform other job-related duties as assigned.

Skills:

- Acquire job skills and learn company policies and procedures to complete routine tasks.
- Basic office equipment and Microsoft Office.
- Strong communication and interpersonal skills required to understand, troubleshoot and calm problem situations.
- Czech Language skills are required