L2 Assurance Digital Support Analyst Senior 1

The Service Desk Analyst is a member of the Customer Support team and primary responsibility is second level technical support. They will respond to end-user inquiries regarding trouble with specific software applications in production or pilot mode. In addition, they will answer questions via phone, self-service queue and electronic mail, related to the use of supported software provided by RSM.

Tasks include, but are not limited to, monitoring, tracking, and updating day-to-day status on user incidents and requests. He/she must have excellent customer service and communication skills, both written and oral, and must be able to communicate between technical and non-technical people within the Company.

ESSENTIAL DUTIES:

Provide in-depth technical application support for end-users to ensure proper software operation so that the user can accomplish business tasks. Level 2 Analysts resolve issues routed to them from Level 1.Manage, organize, and multitask working a queue of requests and incidents as assigned by the Service Desk.

These may have originated multiple sources including phone, voicemail, internet service requests and electronic e-mail. Then they must be able to prioritize incidents/requests properly and update incidents/requests into the incident tracking software.

Work with customers to understand requirements and expectations and respond to questions from users and remotely assist employees and consultants with software problems in offices and/or remote sites.

Apply problem solving and trouble-shooting techniques to issues received from users regarding software provided by RSM.

Provide solutions to the stated and underlying issues. This will require knowledge of hardware and networking systems as they relate to the software concern.Learn advanced operations of commonly used software, hardware and other equipment.

As required, participate in supported application projects as a representative of the end-user and Customer Support.

Install requested or upgraded software to user PCs.As needed, assign incidents requiring in-depth analysis to the appropriate Level 3 group for resolution.

Provide input for Knowledge Articles for the PAS supported applications.Fulfill other duties and projects as assigned by the Service Desk Manager / management staff.

EDUCATION

• Associates Degree in Information Systems, Business, Communications or related Field preferred, or equivalent experience

TECHNICAL SKILLS

• Computer hardware components, systems and peripherals
• Basic computer software applications including MS Office products, email, Internet access, and multimedia technology
• Knowledgeable with LAN or WAN networking
• Working knowledge of Windows OS

SPECIAL REQUIREMENTS SPECIFIC TO JOB

• Passion for and responsibility to the customer
• Personal and corporate integrity
• Friendly presence, helpful attitude, and self-motivated
• with demonstrated interpersonal skills
• Good organizational and problem solving skills
• Ability to multitask
• Ability to work in a highly collaborative environment
• Ability to work a flexible schedule including overtime as required

EXPERIENCE

• 3-5 years PC support background and experience working in a call center/phone support environment.