Help Desk Analyst
Posted on May 14, 2019 by Software Specialists
These roles are focused on prepping mobile devices (iPhones and iPads) for the Gas Business Enablement program (a couple of thousand devices over the next year). So, much less PC assistance and much more Apple mobile device and associated security (AirWatch) assistance/setup. Plus well need to do inventory, shipping and receiving.
Comparable to the technical end-user support role (Tech Bar technician), but focused on providing device readiness for our US field workers. Procure, configure, initialize and trouble-shoot device configurations (iPhone, iPad) as well as network access credentials. Strong interpersonal communication skills with a high degree of empathy are a must. We want people for who going over and above is second nature. Have a passion for customer service and a commitment to exceeding expectations.
Provide White-Glove concierge level customer experience supporting internal field employees directly.
Excellent multi-tasking and time management skills with the ability to thrive in a fast-paced, high pressure environment.
Provide constant updates to your users to keep them in the loop with where we are with their issue.
Enjoy meeting people and building relationships.
Can communicate technical concepts in laymans terms.
A sense of urgency, but also the ability to keep your cool.
A burning desire to solve problems.
Experience configuring and working with iPhones and iPads
Experience in providing excellent customer service
Experience with AirWatch and Mobile sense a plus
Ability to take notes and record all interactions and steps taken with the users.
Experience with at least one ticketing system (Service Now, Remedy, HEAT, etc.)
Troubleshoot network connectivity issues including; remote access, Wi-Fi, cellular and wired connectivity.
Supports users on applications and tools within the environment including; Office, Windows, RSA, WebEx, Jabber, Yammer, etc
Strong understanding of Microsoft Outlook and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality.
Working knowledge of Active Directory and basic AD administration
Strong Windows 7/Windows 10 experience in an Enterprise Environment, Mac experience a plus
Working knowledge of video collaboration tools (Video Conferencing, WebEx)
Ability to follow proper escalation paths
Ability to keep work area clean and organized