The Level 3 Analyst’s primary responsibility is to perform technical incident and request troubleshooting for our client. As a skilled team member, Level 3 Analyst are positioned as an escalation point for Level I and Level II team members across their area of expertise. By providing leadership in Knowledge Base improvements, client updates and system alerts this role also focuses upon driving efficiencies and enhancement of the customer experience. Additionally these critical team members are responsible for high value areas such as Access and Audit, Executive Escalations, Lab, Special Projects and mission critical Information and Security Management teams to name just a few.

The role requires the highest level of documentation with clear resolutions in a ticketing system and comprehensive communication with the appropriate ownership during the transfer to vendor resources as required. High-touch excellent customer service that provides a superior customer experience through quick and thorough resolution for the client issues and requests.

ESSENTIAL FUNCTIONS

• Provide Level 3 support to customers and expert support in area(s) of responsibility.
• Train users in new and existing IT systems
• Excellent customer service skills, clear understanding of service principles, practices and a focus on customer experience.
• Follow up on customer contacts, cases and projects delivering consistent successful results.
• Identify and escalate priority issues to appropriate Partner or Vendor group, while maintaining appropriate ownership and communication with team, customer and client.
• Maintain technical documentation in ticketing system(s), develop comprehensive knowledge base assets, suggest improvements while participate as a positive agent of change.
• Perform network, software and hardware troubleshooting while maintaining all KPI and SLA metrics.
• Produce reports and presentation as required.
• Stay up-to-date with current technologies and technical developments.
• Other duties as assigned

PREFERRED SKILLS (not required)

• 2 years in Support Center Technician position.
• Skilled in large office computer setups.
• Knowledge of image creation and re-imaging processes.
• Spyware / Malware removal proficiency.
• Adept in Mainframe.
• A+, NET+, CCNA, MCTS and other certifications preferred, but not required.
• Understanding of HDI and ITIL methodologies.

REQUIRED SKILLS

• 2+ years Customer Service experience in a high volume, IT Support Center operating at Level II or higher.
• Clear understanding of Support Desk environment including SLA’s, operations, processes and KPI’s.
• Excellent Customer Service experience in a high volume, Technology Support Center.
• Exceptional understanding of Windows OS, LAN/WAN connectivity, applications, hardware (peripherals) and web-based software with high level troubleshooting skills gained through experience and/or training.
• Minimum of Associate’s degree or Technical degree (computer-related field preferred) plus 1+ year IT Support Center experience. (HS Degree or equivalent required.)
• Analysts will be required to have flexible hours.