Job Title: IT Support Analyst, Senior

(Service Desk Analyst Senior – Level 2 Application Support)

Role/Job Summary: The IT Support Analyst, Senior is part of the Customer Support team and carries primary responsibility for second-level (Level 2) technical support. The role responds to end-user inquiries relating to supported software applications in production or pilot mode, received through phone, self-service queue and electronic mail, and owns the monitoring, tracking and day-to-day updating of user incidents and requests. The incumbent must demonstrate excellent customer service and communication skills, both written and oral, and must be able to bridge the conversation between technical and non-technical stakeholders within the Company.

Key Responsibilities:

• Provide in-depth technical application support to end-users so that supported software operates correctly and business tasks can be completed; resolve issues routed from Level 1 (L1) in the capacity of a Level 2 (L2) Analyst.
• Manage, organize and multitask a live queue of incidents and service requests assigned by the Service Desk, originating from multiple channels including phone, voicemail, internet service requests and electronic mail (e-mail).
• Prioritise incidents and requests appropriately and keep the incident tracking software (Information Technology Service Management – ITSM tool) updated with accurate, current status.
• Work with customers to understand requirements and expectations, respond to user questions, and remotely assist employees and consultants with software problems across offices and remote sites.
• Apply structured problem-solving and troubleshooting techniques to issues raised on Client-provided software, delivering solutions to both the stated symptom and the underlying root cause; this requires working knowledge of hardware and networking systems as they relate to the software concern.
• Learn advanced operations of commonly used software, hardware and other equipment, and participate in supported application projects as a representative of the end-user and Customer Support.
• Install requested or upgraded software on user Personal Computers (PCs).
• Assign incidents requiring in-depth analysis to the appropriate Level 3 (L3) group for resolution, as needed.
• Provide input for Knowledge Articles covering the Practice Application Support (PAS) supported applications.
• Fulfil other duties and projects as assigned by the Service Desk Manager / management staff.

Must-Have Skills:

• Hands-on knowledge of computer hardware components, systems and peripherals.
• Working knowledge of basic computer software applications, including Microsoft Office (MS Office) products, email, internet access and multimedia technology.
• Knowledge of Local Area Network (LAN) and/or Wide Area Network (WAN) networking.
• Working knowledge of the Windows Operating System (OS).
• Demonstrated Level 2 (L2) troubleshooting ability across software, hardware and network-related issues.
• Excellent verbal and written communication skills, with the ability to translate between technical and non-technical audiences.
• Proven customer service orientation, personal and corporate integrity, and a friendly, helpful, self-motivated presence with strong interpersonal skills.
• Good organisational and problem-solving skills with the ability to multitask and prioritise a high-volume queue.
• Ability to work in a highly collaborative environment and to work a flexible schedule, including overtime as required.
• Associate's Degree in Information Systems, Business, Communications or a related field preferred, or equivalent experience.

Good-to-Have Skills:

• Prior exposure to a professional services or accounting/advisory firm environment, particularly Firm Client Services lines of business.
• Experience authoring and maintaining Knowledge Articles within a knowledge management platform.
• Familiarity with enterprise incident tracking / Information Technology Service Management (ITSM) platforms and with Information Technology Infrastructure Library (ITIL) incident and request management practices.
• Experience supporting Microsoft 365 (M365) collaboration applications, Virtual Private Network (VPN) connectivity and remote end-user computing.
• Experience participating in application deployment or pilot programmes as an end-user representative.
• Experience working within an on-call rotation supporting a distributed, multi-site user base.

Experience Required:

3–5 years of Personal Computer (PC) support background, including demonstrable experience working in a call centre / phone support environment.