Client Services Analyst (Onsite)

Serigor•Raleigh, NC

3d•Onsite

About The Position

The Client Services Analyst uses technical expertise and an understanding of business and user needs to evaluate IT incidents and service desk tickets, prioritize them, and provide appropriate solutions. The analyst takes ownership of customer problems, works with urgency to resolve issues, communicates status and progress to customers professionally and in a timely manner, and updates Customer Support Specialists and the Service Desk through the call tracking system. The role promotes positive customer relationships, mentors teammates, and collaborates with other analysts to resolve complex problems. The analyst supports computer hardware, mobile devices, software, peripherals, networking protocols, and communications. Duties include imaging and configuring new computers, installing software, printers, and peripherals, and migrating and protecting user data and profiles during computer replacements. The analyst monitors emerging issue trends, researches solutions, and recommends ways to address current problems and prevent future ones. The position also coordinates with Data Center Operations on user storage, DHCP reservations, restores, and account changes; works with application development teams to identify and describe customer-level application problems; and provides technical detail to network infrastructure teams investigating network issues. The role may lead projects by directing the work of others, with latitude on actions or decisions, and may lead team efforts under the direction of the local Client Services supervisor or other management. The analyst creates and maintains operational documentation, including procedures for software installations, profile transfers, and PC replacements, for team standards and use in support of Operational Level Agreements and Service Level Agreements. The analyst must understand applicable client and security policies and issues affecting assigned systems and technology. The position is responsible for implementing and maintaining IT Security Office requirements and protecting data against unauthorized access, alteration, destruction, transfer, or use inconsistent with IT security policies and standards. The position is onsite in Raleigh, North Carolina, for a 12-month duration with a possible extension.

Requirements

Seven years of experience with computer hardware, mobile devices, software, peripherals, components, networking protocols, and communications.
Seven years of experience installing and imaging computers and loading appropriate software for customers.
Seven years of experience installing local and network printers and other peripherals.
Seven years of experience migrating data and user profiles.
Seven years of experience documenting processes and procedures related to technical support activities.
Seven years of knowledge and working experience with the ServiceNow call tracking system.
Significant technical knowledge and the ability to work as a member of a team to solve complex problems.
Knowledge of applicable client and security policies and security issues affecting assigned systems and technology.
Ability to lead projects by directing others and to lead team efforts under management direction.

Responsibilities

Evaluate IT incidents and service desk tickets, prioritize them, and provide appropriate solutions.
Take ownership of customer problems and resolve incidents and problems with urgency.
Communicate status and progress to customers in a timely, professional manner.
Update Customer Support Specialists and the Service Desk on work progress using the call tracking system.
Promote positive customer relationships and mentor teammates to support client satisfaction and organizational success.
Work with other analysts to solve complex technical problems.
Image and configure new computers and install appropriate software for customers.
Install local and network printers and other peripherals, such as scanners.
Migrate and protect user data and profiles when computers are replaced.
Identify emerging trends in issues and problems, research solutions, and recommend ways to resolve current and prevent future problems.
Communicate with Data Center Operations regarding user data storage, DHCP reservations, data restores, and account creations or modifications, including AD, email, NCID, and CITRIX.
Collaborate with application development teams to identify customer-level application issues and provide technical details to support diagnosis and solutions.
Work with network infrastructure teams to identify customer-level network issues and provide technical details to assist with network hardware resolutions.
Lead projects and team efforts, directing the work of others as needed and under the direction of the local Client Services supervisor and/or management.
Create and maintain process and procedure documentation for areas of responsibility, including software installations, profile transfers, and PC replacements.
Implement and maintain IT Security Office requirements and protect data in accordance with applicable security policies and standards.
Stay abreast of current technologies to improve end users' working environment.