Client Service Analyst - Luxembourg - Richard Fleischman & Associates, Inc.

Description

• Answer user inquiries regarding computer software and/or hardware operations to resolve Client issues.
• Provide onsite support to Clients and staff as a Support Engineer.
• Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner, whether on RFA systems or the Clients.
• Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall Client.
• Troubleshoot Tier 13 issues, including Active Directory, Exchange & BES Server and DNS related issues.
• Manually log all phone calls made to the Service Desk, ensuring that all issues are captured in the Service Desk software.
• Perform analytical, technical and administrative work in the planning, design, and installation of new or existing processor based computer systems in a complex technical environment involving multiple computing platforms/technologies.
• Resolve Client issues including referring major hardware and/or software issues or defective products to technicians for service.
• Adhere to departmental procedures to ensure Clients are kept well informed of ticket status and product availability in order to manage Client expectation and ensure overall Client satisfaction.
• Perform other duties as assigned.

• 3+ years in a Clientinterfacing Service Desk/Systems Administrator role.
• Superior troubleshooting abilities enabling quick determination and resolution of software and hardware issues.
• Excellent active listening, and written and verbal communication skills.
• Able to demonstrate a sense of urgency while acting in a professional, calm manner ensuring excellent Client support.
• Experience with Active Sync, Remote VPN Software, Disaster Recovery, and/or Anti Virus; some backend knowledge is preferred.
• Able to stay abreast of changes and updates in relevant technologies.
• Financial Service Support experience preferred.
• 2 year degree or equivalent experience.