Technical Support Analyst jobs in Kentucky

The Onsite Support Analyst is responsible for serving as a desktop support expert responsible for computer hardware, software (location specific or global) and peripherals. On-Premises full-time position responsible as a second point of escalation for the resolution of desktop or laptop related incidents, service requests and connectivity issues.

• Provide second-line investigation and diagnosis

• Resolve and close incidents and service requests as per help desk procedures and allocated timelines

• Escalate unresolved incidents and service requests within agreed timescales

• Log incident and service request details per help desk procedures

• Communicate with customer regarding incident progress

• Ensure tickets are always updated until issues are resolved

• Conduct customer satisfaction callbacks and surveys

• Complete GET IT training for On-Site Support Analysts

• Comply with Quality, Health, Safety and Environment policies and IT policies

• Liaise with customers, other IT support groups and third-party providers when necessary

• Perform staging of PCs (Requires use of SRSS and/or Autopilot)

• Maintain Global Asset Management database with updates related to the assigned hardware

• Perform hardware and software maintenance and support

• Participate in IT team events, follow up on objectives, and key performance objectives

• Troubleshoot and resolve PC incidents and VIP requests

• Liaise with third-party suppliers for hardware repair

• Liaise with SISC (Site Information Security Coordinator) on IT security issues and virus elimination

• Liaise with Server Team when server maintenance is required

• Participate in GeoMarket projects to accomplish common objectives

• Participate as a key person in IT Domain structure

• Supervise suppliers to perform maintenance, IMAC of IT equipment Collaborates with IT Management to ensure support methods are documented and up to date

Collaborates with IT support team members from various disciplines to identify and resolve incidents efficiently

Engage with internal customers to provide efficient support and ensure business continuity "