Technical Support Analyst

Imperial PFS is looking for a Technical Support Analyst to strengthen its Service Desk function from a remote setup. In this role, you will serve as a central contact for IT requests and issues, working through level 1 problems and selected level 2 cases while routing more complex incidents to higher support tiers.

As part of the Service Desk team, you will focus on timely resolution, clear communication, and accurate tracking of customer-impacting work. You will also help improve how support is delivered by building documentation and maintaining a knowledge base for faster self-help.

Key Responsibilities

• Support customer satisfaction by logging and assigning an appropriate priority to calls and requests, and keeping clients informed on the status of problem resolution.
• Diagnose technology-related issues, determine root causes, and drive timely troubleshooting, repair, and resolution using proven tools and processes.
• Handle installation, configuration, maintenance, and troubleshooting for desktop and laptop systems.
• Initiate escalations when issues are severe or exceed documented targets to ensure management awareness.
• Develop written documentation for new and existing procedures.
• Create and maintain a knowledge base of articles used by IT resolver groups and associates to enable self-help instructions.

Requirements

• Extensive knowledge of operating systems and experience with computer, laptop, and printer hardware installation and repair.
• Advanced knowledge of software applications, including MS Office, Outlook, mobile computer environments, Smart Phones/Blackberry, and support for tasks such as faxing and scanning.
• Above average knowledge of computer networking (LAN) and troubleshooting for connectivity issues.
• Knowledge of service desk and customer service best practices.
• Knowledge of ITIL standards and practical usage of ServiceNow or an equivalent ITSM tool.
• Excellent communication skills, especially via phone and email.
• Commitment to high quality customer service and familiarity with enterprise-wide service delivery procedures.
• Strong problem-solving skills and the ability to make sound decisions based on technical information.

Technologies

• MS Office
• Outlook
• Mobile Computer
• Smart Phones/Blackberry
• ServiceNow
• ITSM
• ITIL

Education

• High School
• Some College