Technical Support Analyst

A Support Analyst I: Provides laser-like focus on customer service and satisfaction with some knowledge and experience of incident management, problem management and change management processes, practices and procedures.

Serves as the first point of contact for the DTS Department and acts as a liaison between the client community and the rest of the DTS Department Adheres to Service Desk standards, processes and systems required to deliver consistent high quality customer service Diagnoses and resolves problems which may involve hardware, packaged software, proprietary software and peripheral equipment over the phone, via remote control tools or on-site.

Maintains strong technical skills to provide prompt support for customers to determine problems and provide resolutions Manages Level 1 queues and recommends new queues to insure proper categorization and assignment of issues.

Coordinates queues for site/service, working with various stakeholder groups. Provides recommendations on how to improve the quality of service as well as reducing repeat incidents.