Drag

Helpdesk

Location : ,

Job Description

Senior Product Support Analyst 

Minimum Required Qualifications:

  • 8 yrs. of experience in Information Technology
  • 3 yrs. of experience in a help desk / service desk leadership role.
  • 2 yrs. of experience developing process / training documentation
  • 2 yrs. of experience researching and resolving complex IT problems
  • 2 yrs. of experience gathering and analyzing performance metrics
  • Troubleshooting, diagnosing and repairing product and service concerns.
  • Resolving issues based on site-specific information like hardware, operating system, and user requirements. 
  • Contribute to and use knowledge base.
  • Communicating ongoing problems and fixing internally and with customers.
  • Reporting on product and service problems.
  • Guiding customers on product features, product selection, configuration and implementation.
  • Performing tasks as the Technical team lead for the IT Service Desk as a Service.
  • Monitoring performance of vendor-provided staff and/or vendor-managed services.
  • Collecting data to analyze performance against service level agreements
  • Assigning work to others and monitors its quality and completeness.