Jr. Business Support Analyst na Tauck, Inc.

Responsible for providing technical assistance on computer systems and serves as the first contact for end users who need technical assistance over the phone or email. Responsible for day-to-day support call resolution, routing helpdesk calls to proper support staff and follow-up closure on calls for desktop/laptop systems software, hardware, network infrastructure and telecommunications tools and services. This position will assist the team in the installation, configuration and tracking of Tauck technical assets.
 

KEY RESPONSIBILITIES:

• Serve as the first contact with end users who need technical assistance via the phone or email
• Perform troubleshooting using different diagnostic techniques
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues
• Provide quick resolution and excellent customer service
• Redirect unresolved issues to the next level of support personnel
• Provide needed information on IT products or services
• Keep record of problems and their resolution
• Follow-up with end users
• Provide feedback on processes and make recommendations on areas to improve
• User Training: Conducts training programs designed to educate business users about basic and specialized computer applications and operations.
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
• IT Teamwork: Supports all areas of IT and participates in the development of information technology and infrastructure projects. Develop Tour Director Laptop systems and support them globally through remote support.
• User administration: Provides administrative support for desktop, email and telephony.
• Computer Security: Follows Tauck security policies and ensures compliance with regulatory requirements.
• Provide after-hours emergency on-call support to employees or network systems on a rotating schedule with other business support team members. After-hours on-call support hours are defined from 5 pm to 8 am the next day, Monday thru Friday, and 24 hours on weekends.

KNOWLEDGE/SKILL REQUIREMENTS:

• Previous working experience as an IT Help Desk Technician is highly preferred.
• BA in IT, Computer Science or similar relevant field.
• In-depth knowledge of computer systems and mobile devices.
• Hands on experience with diagnosing and resolving basic technical issues.
• Excellent communication and interpersonal skills.
• Customer-oriented and patient.

Company