IT Service Desk - Customer Support Analyst III

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Key Responsibilities :

As a Customer Support Analyst III , you are responsible for responding to customer requests by diagnosing and resolving technical issues, while supporting the ongoing technology needs of all employees. This includes providing Level 2 and Level 3 help desk support, and assisting in leading and coordinating activities within the client technology services and support function of IT. The role engages with a broad range of infrastructure technologies and complex client support systems. You may work on multiple projects simultaneously, either as a team member or as a technical lead.

Customer Support team members respond to IT support requests by logging incidents, generating trouble tickets, performing initial diagnosis, and resolving issues when possible. When necessary, unresolved problems are escalated to higher levels of expertise. Responsibilities also include documenting resolutions, creating end‑user guidelines, and continuously improving support processes and practices. Additionally, the role involves evaluating and recommending client hardware and software solutions and preparing proposals for new or upgraded products.

As part of this job family, you are expected to have a solid understanding of the organization’s foundational architecture, hardware, and software. You demonstrate proficiency in various custom or packaged technologies and possess strong information‑gathering and diagnostic skills to accurately describe or resolve issues. Ultimately, you ensure that client needs are effectively addressed and resolved in alignment with established service level agreements (SLAs).

QUALIFICATIONS :

Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent work experience.

Strong understanding of complex hardware and software systems, with solid diagnostic and problem‑solving skills.

6–7 years of relevant technical and business experience.

Excellent written and verbal communication skills in English.

Willing and able to travel domestically and internationally as required.

Major Responsibilities :

May lead the project planning and requirements phase.

Provides input during project planning and requirements phase.

First point of contact and day-to-day technical support to end users.

Responds to Level 2 support and works with vendors on Level 3 support.

May be required to oversee updates on issues to ensure client satisfaction and productivity.

Researches trouble issues which affect multiple clients.

Generates activity and status reports.

Provides the user access service.

Reviews checklists and scripts and may be required to approve them.

Works with vendor technical support personnel on solutions for clients

May be required to assess and analyze the need for, and implement performance upgrades to PCs including installation of new hardware or software on an individual or large-scale basis.

Designs and deploys client support processes.

Assists with leading the planning, building, upgrading, and maintenance of client technologies.

Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.

Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.

Updates configuration management tools.

Develops and documents procedures for performing configuration changes, updates and upgrades.

Provides on-going support of client technology.

Diagnoses and resolves client workstation and mobile device hardware and software issues.

May initiate outcome investigations for problems.

Engages the hardware vendors on issues to remedy issues or escalates for support.

Monitors and communicates system status.

Diagnoses and resolves client workstation and mobile device hardware and software issues.

Creates temporary solutions until permanent solutions can be implemented.

Assists systems, programming and vendor professionals as needed to resolve problems.

Coordinates the resolution of escalated application, hardware and software

May be required to ensure adherence to the integrity of controls, regulations and guidelines.

Reviews operation processes to ensure consistent approval and compliance.

Makes recommendations and changes as appropriate

May oversee IT inventory management for all IT equipment and / or software in accordance with company policy and procedures.

Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.

Monitors service-level objectives to ensure that requirements are met or exceeded.

May develop client satisfaction metrics and service procedures.

Makes recommendations to approve performance and client satisfaction metrics.

Follows up in a timely manner to ensure customer satisfaction.

Tracks performance metrics. May be required to monitor key section metrics (quality measures, customer satisfaction ratings, service level objectives, etc.) against plan and adjust processes as appropriate.

Reviews tracking log to identify recurring problems, or problems affecting a large number of clients. Develops procedures and controls for service improvements.

Recommends solutions to common problems and updates frequently asked questions documentation.

May coordinate testing with IT Groups

Participates in integration and user acceptance testing.

Trains co-workers on new or existing functionality or services. Identifies customer training needs based on common problems.

May provide training to less experienced technical support staff and end users on usage of software and equipment.

May develop the documentation processes and ensuring the overall scope, quality and effectiveness of the documentation continues to grow

Develops and delivers documentation to ensure appropriate end-user support.

Assists with overseeing the creation and modification of documentation of issue resolutions within the Knowledge Base.

Alerts team members about recurring problems.

Alerts IT groups and management about recurring problems

Communicates technical information to both technical and non-technical personnel.

May provide input to the design of backup and recovery procedures

Designs standard image and designs alternate images, as needed.

Evaluates and recommends new standard products for corporate standards list.

Participates in working groups related to standards.

Mentors less experienced staff in multiple areas of expertise.