Response Support Analyst

Description & Requirements As a Response and Support Analyst I, you will provide enterprise-level assistance to our end users remotely. This role provides support and incident management for a variety of IT-related concerns across multiple businesses and levels of users. Functions include but are not limited to troubleshooting hardware and software-related concerns, phone support, access requests, and printer issues. This is a customer service-oriented role, and a strong focus will be placed on appropriately communicating with and following up with impacted users. Our response team aims to resolve 80% of user incidents before escalating the situation to a greater level. This role will also have a shared responsibility for extended support, which may include on-call evening, weekend, and holiday shifts. How you will contribute Act as the initial contact for internal and external customer technical support required for hardware and software, telephone, network, operating system, printing, and Internet access problems Adhere to written procedures, checklists, and all quality control associated with project deployments Direct requests and unresolved issues to the manager Deliver excellent customer service by phone, email, instant messaging, and video conference Record details of actions taken in inquiries, comments, and complaints Promote the use of self-help catalogs and references Known error database or knowledge base before escalating Follow up on end-user interactions Investigate end-user problems and attempt to identify their source Duties include answering the Forvis Mazars support line, recording the call, taking first-level corrective action, and escalating problems to resolution when necessary Utilize all available technology to attempt first-call resolution Be responsible for keeping the end user informed of the status of their ticket and setting realistic expectations Ensure all incoming calls are answered within 15 seconds or less and that our abandoned call rate remains at < 5%. Effectively manage backlog to assist in meeting departmental goals Escalate tickets to a higher level of support when unable to resolve them within a 30-minute period We are looking for people who have Forward Vision and Ability to retain and protect confidential material Excellent customer service skills Excellent written and verbal communication skills Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives Minimum Qualifications Flexibility to work non-standard business hours (e.g., not 8 a.m.-5 p.m.) to provide support to end users. To include an on-call rotation for nights, weekends, holidays, and business shift changes Must be currently enrolled in a technical or computer science-related program or possess relevant support center work experience 1 year or more of customer service in a technical environment or equivalent training Technical knowledge of PCs, laptops, printers, and peripheral hardware devices Working knowledge of Windows, Microsoft Office, communications software, virus protection, and diagnostic software Ability to diagnose and resolve onsite and remote PC-related computing problems LI-CLTSP, #LI-CLTU, #LI-GVNC, #LI-HP, #LI-WS LI-LK1