Senior Technical Support Analyst

Caring. Connecting. Growing together.

Primary Responsibilities:

• Under manager supervision, a Senior Tech Support Analyst provides data analytics to the Help Desk Manager and helps oversee a team of Tech Support Specialists. As a Team Lead, they provide Coaching Sessions for techs, run daily weekly monthly metric reports, and assist with escalated issues from Help Desk techs end users. Working closely with the Help Desk Manager they will be the primary point of contact for team related questions, concerns, and general guidance. They will also use AI such as Copilot to help analyze trends and reports to better assist Tech Support Specialists with their daily duties.
• Working directly under the Help Desk Manager, the Sr Tech Support Analyst will be responsible for running all Metrics and Reports requested. They will work with the Help Desk Manager to analyze the reports and provide feedback to the Tech Support Specialists.
• These Reports include:
  • Call Metrics (ASA, CAR, AHT, TTCR, QAS, ACW, etc.)
  • FCR Training and Learning Opportunities
  • NPS Survey Follow Ups
• The Senior Tech Support Analyst will also be part of weekly one on ones with Tech Support Specialists providing feedback and scheduling sessions for coaching and growth. The Sr Tech Support Analyst will also be part of the weekly On Call rotation to assist with afterhours escalations

• The Senior Tech Support Analyst will also be responsible for the training and onboarding of new Support Specialists added under their manager. The Sr Tech Support Analyst will also be a backup on the phones chat in the event of a major outage or system failure and perform any other job duties as assigned

• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Higher Secondary/Senior Secondary School Diploma
• 3+ years of experience with Computer Repair / Troubleshooting
• 3+ years of experience in Customer Service

Preferred Qualifications:

• Active Directory experience
• IT / Computer Call Center experience
• Quick learner and able to multitask