Technical Service Analyst

Technical Service Analyst provides support services to employees with technical problems and information technology issues. Responsible for timely resolution of problems, escalation, and maintaining effective relationships with users.

Requirements

• Coordinating, diagnosing, and troubleshooting incoming employee calls
• Providing support services to employees with technical problems and information technology issues
• Resolving problems or escalation on behalf of customer to appropriate technical personnel
• Providing case status updates to management and end-users
• Supporting and maintaining effective relationships with users
• Developing, documenting, and implementing standard operating procedures and customer service guidelines
• Analyzing situations or data to determine appropriate action