Client Service Analyst

il y a 2 semaines

Luxembourg Richard Fleischman & Associates, Inc. Temps plein

**Client Service Analyst**

**Responsibilities**:

- Answer user inquiries regarding computer software and/or hardware operations to resolve Client issues.
- Provide onsite support to Clients and staff as a Support Engineer.
- Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner, whether on RFA systems or the Clients.
- Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall Client.
- Troubleshoot Tier 1-3 issues, including Active Directory, Exchange & BES Server and DNS related issues.
- Manually log all phone calls made to the Service Desk, ensuring that all issues are captured in the Service Desk software.
- Perform analytical, technical and administrative work in the planning, design, and installation of new or existing processor based computer systems in a complex technical environment involving multiple computing platforms/technologies.
- Resolve Client issues including referring major hardware and/or software issues or defective products to technicians for service.
- Adhere to departmental procedures to ensure Clients are kept well informed of ticket status and product availability in order to manage Client expectation and ensure overall Client satisfaction.
- Perform other duties as assigned.

**Required Skills**:

- 3+ years in a Client-interfacing Service Desk/Systems Administrator role.
- Superior troubleshooting abilities enabling quick determination and resolution of software and hardware issues.
- Excellent active listening, and written and verbal communication skills.
- Able to demonstrate a sense of urgency while acting in a professional, calm manner ensuring excellent Client support.
- Experience with Active Sync, Remote VPN Software, Disaster Recovery, and/or Anti Virus; some back-end knowledge is preferred.
- Able to stay abreast of changes and updates in relevant technologies.
- Financial Service Support experience preferred.
- 2 year degree or equivalent experience.

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