IT Support Analyst

Job Summary

Providing customer-focused IT support, the contract Analyst, End User Client (Business Applications) will remotely assist end users with technical issues related to proprietary ordering applications, ensuring timely resolution and documentation of incidents.

Key responsibilities

• Deliver technical support to customers via phone and ticketing systems, troubleshooting issues with ordering applications and system functionality
• Document incidents and resolutions while collaborating with internal support teams to escalate complex issues as needed
• Manage user account administration tasks, including password resets and account unlocks, while maintaining service levels in a fast-paced environment

Required qualifications

• Minimum of 2 years of experience in a Global IT Service Desk, Help Desk, or Call Center support environment
• Experience supporting end users in a customer-facing technical support role
• Familiarity with Microsoft technologies including O365, Microsoft Teams, and OneDrive
• Experience with ITSM tools such as ServiceNow or BMC Remedy
• Technical certifications (CompTIA A+, ITIL, etc.) preferred