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Description
The analyst will be part of the IT Platform Support team that manages several global IT platforms such as ServiceNow, Salesforce, and SharePoint. This person will provide assistance (via phone, screen share, email) to internal staff. A strong candidate must be a motivated team player eager to learn, work independently and be willing to assist others.
This role requires identifying, troubleshooting and assisting users to resolve issues. A successful candidate will take initiative, have the ability to multitask, and demonstrate strong problem-solving and decision-making skills, all while displaying a high degree of customer service and professionalism. Candidate should be proficient with technology and web based applications with customer service or technology support experience.
This is a full-time position. Shifts are flexible but must overlap with the business day.
Core Duties
• Administer and maintain global IT platforms
• Troubleshoot day-to-day customer issues and provide direct support via phone, email and/or desktop sharing tools
• Verify data, enrich and correct dataset were necessary
• Assist other internal staff with problem solving and escalation procedures
• Maintain and/or create documentation related to troubleshooting, escalation and FAQs
Required Skills and Experience
• Strong in MS Word and Excel
• Strong written and verbal communication skills
• Ability to multitask and work independently on multiple tasks
• Logical approach, critical thinking and analytical problem-solving skills
• Ability to perform well under pressure
• Proficient with Technology and web based applications
• 1 - 2yrs experience in IT Support or Customer Service
Desirable Skills and Experience
• Customer-facing support experience
• 1 year or more of experience in an application support role; preferably using ServiceNow
• Systems/Application administration experience
• Bachelor’s degree or working towards degree in a relevant area
• Basic knowledge of servers and networking infrastructure
