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Client Services Analyst
at Reed Recruitment in Stuart, FL
About the Job
The Client Services Analyst is responsible for all deployment, training and support activities pertinent to all personal computing devices, printers, and mobile devices and any associated software under the direction of the Lead Client Services Analyst and/or the Client Services Supervisor.
The function is responsible for ensuring the defined customer care philosophy is adhered to in addition to driving efficiency, effectiveness and customer satisfaction to all GSD customers
.
To provide technical support and direction to Help Desk Analysts to ensure support incidents are resolved within standard GSD SLA’s.
Worldwide travel may be required at times to ensure global coverage of the support function.
SPECIFIC DUTIES, ACTIVITIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:
Provide On-site support to locations in Florida and Costa Rica when required
Technical support and direction to Help Desk Analysts across GSD
Assist the Client Services Supervisor and Lead Client Services Analyst in the implementation and maintenance of policies, procedures and associated training plans
Provide necessary support to adhoc projects for all GSD towers
Provide necessary support to other Client Services Supervisors, regions and sites when necessary
Support all GSD towers as required to ensure successful service delivery across organization
Document installation procedures for client software and hardware.
Ensure the defined customer care philosophy that drives customer satisfaction is adhered to
Enable provisioning of desktop devices when required
Provide training and education to Help Desk for tier 1 support
Provide tier 2/3 Help Desk support
Execute migration of existing workstation images to the To-Be workstation image
Asset Management for all Client Service devices
Monitor and ensure responses to incidents are within standard GSD SLA’s
POSITION REQUIREMENTS:
Experience:
1+ Years experience of workstation management and desk side support
Experience of working in a Customer Support environment
Knowledge/Skills:
Excellent English language skills, both written and spoken
Good Spanish Language skills, both written and spoken
Strong communication and collaboration skills
Good knowledge of ITIL Service Delivery processes
Highly self-motivated and directed
Experience working with distributed systems management technology
ability to deal with change quickly and effectively
Technical Skills:
Windows 2000/XP and Vista
Microsoft Office 2000, 2003 and 2007
Blackberry and other mobile devices
VPN and Dialup communication skills
Encryption, i.e. PGP
TCP/IP and networking principles
Active Directory
Altiris Help Desk and Deployment Server
Security: Must be capable of passing various government
and background security checks
Travel: Must have a valid driver’s license
Must be able to travel within Florida and Costa Rica
Travel as required to assist other GSD team members
Analytical and problem-solving abilities.
Ability to perform general mathematical calculations for the purpose of creating needs assessments, budgets, and so on.
Ability to interface with hardware and software for the purpose of configuration, monitoring, and reporting. To include and movement and mounting of hardware up to 100lbs or 45.5kg.
The Client Services Analyst is responsible for all deployment, training and support activities pertinent to all personal computing devices, printers, and mobile devices and any associated software under the direction of the Lead Client Services Analyst and/or the Client Services Supervisor.
The function is responsible for ensuring the defined customer care philosophy is adhered to in addition to driving efficiency, effectiveness and customer satisfaction to all GSD customers
.
To provide technical support and direction to Help Desk Analysts to ensure support incidents are resolved within standard GSD SLA’s.
Worldwide travel may be required at times to ensure global coverage of the support function.
SPECIFIC DUTIES, ACTIVITIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:
Provide On-site support to locations in Florida and Costa Rica when required
Technical support and direction to Help Desk Analysts across GSD
Assist the Client Services Supervisor and Lead Client Services Analyst in the implementation and maintenance of policies, procedures and associated training plans
Provide necessary support to adhoc projects for all GSD towers
Provide necessary support to other Client Services Supervisors, regions and sites when necessary
Support all GSD towers as required to ensure successful service delivery across organization
Document installation procedures for client software and hardware.
Ensure the defined customer care philosophy that drives customer satisfaction is adhered to
Enable provisioning of desktop devices when required
Provide training and education to Help Desk for tier 1 support
Provide tier 2/3 Help Desk support
Execute migration of existing workstation images to the To-Be workstation image
Asset Management for all Client Service devices
Monitor and ensure responses to incidents are within standard GSD SLA’s
POSITION REQUIREMENTS:
Experience:
1+ Years experience of workstation management and desk side support
Experience of working in a Customer Support environment
Knowledge/Skills:
Excellent English language skills, both written and spoken
Good Spanish Language skills, both written and spoken
Strong communication and collaboration skills
Good knowledge of ITIL Service Delivery processes
Highly self-motivated and directed
Experience working with distributed systems management technology
ability to deal with change quickly and effectively
Technical Skills:
Windows 2000/XP and Vista
Microsoft Office 2000, 2003 and 2007
Blackberry and other mobile devices
VPN and Dialup communication skills
Encryption, i.e. PGP
TCP/IP and networking principles
Active Directory
Altiris Help Desk and Deployment Server
Security: Must be capable of passing various government
and background security checks
Travel: Must have a valid driver’s license
Must be able to travel within Florida and Costa Rica
Travel as required to assist other GSD team members
Analytical and problem-solving abilities.
Ability to perform general mathematical calculations for the purpose of creating needs assessments, budgets, and so on.
Ability to interface with hardware and software for the purpose of configuration, monitoring, and reporting. To include and movement and mounting of hardware up to 100lbs or 45.5kg.
Published at 30-05-2009
Viewed: 49 times
Viewed: 49 times