Provide computer support services to employees in all domestic and international office locations. This position is expected to consistently perform at current group metrics set by management.

• Provide remote support via phone, e-mail and IM and leverage remote control software, if needed, to diagnose and resolve users issue.
• Utilize current problem management and knowledge management software in accordance with standard operating procedures to track all inbound calls, emails, service requests
• Actively listen to each customer’s request; confirm an understanding of the issue, diagnose the problem, provide an accurate and well thought out solution
• Document all call information that pertains to the incident and this includes troubleshooting steps, provide closed notes, escalation notes.
• Collaborate with peers, management, and various escalation groups to troubleshoot and resolve customer issues
• Provide feedback regarding knowledge base articles and procedures
• Assist in pre-deployment testing for enterprise-wide product releases Analyst needs to be aware of Call Queues, Email queues, work related email and the overall status of the department.

Utilize mail lists and group chats to keep informed of outages, issues and policy changes