GSC Analyst
1 month ago
Job Description: GSC Analyst
Responsibilities:
Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
Assist end user on Laptop issues, Application, Network etc. and be a first point of contact for IT.
Troubleshoot both Windows and Mac computers remotely.
Identify and learn appropriate software and hardware used and supported by the organization.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems. Escalate problems to the appropriately next level analysts when required.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Develop KB articles on frequently asked questions lists for end users.
Requirements:
Must be an graduate, with computer science background.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Ability to perform L1 troubleshooting of Network and VPN.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
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