Senior Analyst - Onsite Technical Support

Provide technical support to end users physically or remotely, including troubleshooting hardware, software, and business application issues.
Build and configure computers, ensuring they meet the organizations requirements and standards. Responds to incidents within SLA, or within a timely manner; with appropriate level of urgency and follows up with customers on all issues. Provides onsite support for walk-in colleagues at TechStop, if office has implemented this practice. Resolves technical problems and escalates incident, and questions to appropriate support groups. Supports business productivity by escalating issues/problems to supervisor as required and following through to satisfactory resolution. Provides timely updates to Management about service issues, when appropriate. Disconnects, moves and reconnects desktop/laptop technology hardware for single user, multi-user and office moves. Assists administration and maintenance of non-desktop Technology Infrastructure components at the request of other Tech organization, when agreed with management team. Assists in the setup and operation of audio-visual hardware and office telephony systems as required by end user. Performs duties as assigned by management, including but not limited to project execution, infrastructure changes, software release and disaster recovery activities. Uses corporate Incident Management System to document and maintain accurate records of support requests, resolutions, and troubleshooting steps. Also keep hardware and software records accurate Performs time tracking tasks, as required. May assist with the procurement of hardware and software. Supports team s abilities and functions through positive customer relations. Contributes to, improvement/enhancement of processes, procedures and best practices. Gains additional knowledge and stays abreast of current technologies; through employee and company sponsored training, periodicals, and regular interaction with other team members. Performs related duties as assigned by management. Stay up to date with the latest technology trends and advancements to provide proactive support and recommendations. May conduct training sessions for end users to enhance their technical skills and promote self-service support options. Enhances colleagues experience by delivering outstanding customer service, ensuring a positive and satisfying interaction. Demonstrates excellent interpersonal, written, and oral communication skills, including the ability to ask probing questions to fully understand colleagues concerns. Completes administrative assignments on timely basis eg. Time recording, HR Transactions etc.