Job Description

GTS Support Analyst - Nashville, 37201, United States of America

How you\\\'ll LEAD:

The GTS Support Analyst is a member of the UMG Global Service Desk that provides front-line support to end users on a variety of differing issues, identifying, researching, and resolving technical issues that are raised. The GSD Support Analyst documents, communicates, tracks, and monitors all incoming calls, incidents, and requests to ensure a timely response and resolution that meets the documented Service Level Agreements. Familiar with a variety of IT concepts, practices, and procedures relating to IT and the software utilized in the company.

How you\\\'ll CREATE:

• Answer incoming Global Service Desk calls and chats while routing new incoming Service Desk tickets created via email.
• Interprets, analyses, researches and resolves simple to moderately complex inquiries
• Monitor unassigned ticket queue while also following up on assigned tickets in queue every 24 hours
• Documents diagnostic steps and user communications with caller as they troubleshoot within the comments of the ticket.
• Research, resolve, and respond to all calls, e-mails, chats, call-backs, and Self-Service requests in a professional and timely manner in accordance to established guidelines and procedures
• Escalate requests to the appropriate individual or next level of tier support based on established guidelines and procedures
• Utilizing the internal knowledge base, experience and team resources
• Provide technical advice, guidance, and informal training to customers
• Develop and maintain a thorough working knowledge of in-house applications, computer hardware, operating systems, on-line services and all other current technology used to support end users
• Edit and update Knowledge Base articles to better manage solutions, ticket routing, and ticket escalation.
• Support multiple locations and remote users via remote tools
• Cross train with other peers and departments; learn new information, methods, and procedures needed to provide all necessary support to customers
• Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience and team resources
• Document issues and troubleshooting steps concisely in the ticketing system
• Follow up on open issues with escalation groups to provide updates to customer

Bring your VIBE:

• 2 years of demonstrated technical and customer service experience is required or CompTIA A+ certification or equivalent
• Excellent customer service, telephone etiquette, and interpersonal skills
• Strong verbal and written communication skills and the ability to effectively listen
• Ability to stay organized and work on multiple tasks simultaneously in a fast-paced environment and meet time constraints
• Ability to maintain a high level of customer trust and confidence in the team’s knowledge and concern for users’ needs
• Demonstrated knowledge of technical specifications of various IT Equipment and software packages including computers, printers, Microsoft Office solutions, Zoom, Microsoft Operating Systems, MacOS, iOS and Android
• When able, provide support for deskside, conference room A/V, tasks such as provisioning, configuring, and basic troubleshooting
• Flexibility to work evening and weekend shift hours in rotating on call schedule. (HOLIDAYS)
• Critical thinker and problem-solving skills.
• Self-motivated with ability to not only work in group/individual setting, but able to drive action and independently with little to no direction.
• Provide onsite support coverage as needed to cover TechBars
• 2 years of demonstrated technical and customer service experience is required or CompTIA A+ certification or equivalent
• Must have a good understanding of personal computers, printers, peripherals and mobile devices
• Must have excellent online/telephone etiquette paired with strong listening and written communication skills
• Must be disciplined to learn and follow standard operating procedures
• Must effectively and efficiently communicate with all levels of employees
• Good problem-solving ability
• Able to work independently and as part of a team to attain individual and team goals
• Must be customer focused · Must demonstrate strong follow-up and follow through abilities with a sense of urgency
• Must demonstrate ability to manage multiple tasks and assignments
• Familiar with various elements of Information Technology infrastructure

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