The Support Analyst is responsible for support ticket management for the Information Technology (IT) departments and end users in other business units. The individual will use a variety of tools and techniques to identify, document and manage issues for the Sonic user base across all departments and all applications.
1. Receive Technical Support Calls
a. Accept IT Support ticket via phone, e-mail mailbox or e-mail into support system.
b. Assign priority to support ticket according to Standard Operating Procedures (SOPs).
c. Collect complete and thorough initial information that meet Service Desk requirements.
d. Triage support tickets according to guidelines and assign them to the appropriate groups.
e. Document support tickets according Service Desk Requirements.
f. Respond to 95% of Service Desk calls according to Service Level Requirements.
2. Provide Support Ticket Management
a. Monitor opened support tickets according to Service Level Agreements (SLA).
b. Identify and escalate situations requiring urgent attention.
c. Provide updates and communication on status of tickets.
d. Provide support tracking reports to management.
e. Provide Quality Assurance reviews for a minimum of 10 support tickets per week.
3. Provide Level 1 Support
a. Provide troubleshooting and resolution for basic hardware, software applications, and operating systems.
b. Work closely with cross functional teams to resolve issues.
c. Be open to accepting new support opportunities.
4. Provide Process Improvement Suggestions
a. Be conscious of process improvements and make suggestions to management when improvements are noticed.
b. Identify opportunities to provide additional level 1 support.
EDUCATION: High School diploma/GED or equivalent experience required.
EXPERIENCE: Experience in Information Technology (IT) preferred.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
LICENSE/CERTIFICATION(REQUIRED/PREFERRED): A+ Certification preferred