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IT Customer Service Analyst

Buffalo, New York ~ March 14, 2019

["Works as a member of teams providing technical support to triage, resolve, and/or escalate reported issues and requests. Working from a central or satellite location and often in a call center environment, assists customers with software downloads, email set-up, mobile device configurations, network connectivity and/or registration, accounts/passwords, and various other IT systems and/or applications. Builds relationships across the IT organization to better facilitate the understanding, communication, and resolution of service interruptions. Is an advocate for our customers to ensure they receive high-quality and timely support from the entire IT organization. The incumbent may directly or indirectly supervise student employees. \r\n\r\n \r\n\r\n", "Accurately records and documents all ticket details, including categorization, priority, and action history, into the IT Help Center tool. Responds to end-user inquiries regarding the status of tickets, and performs follow-ups. Contributes to the creation and maintenance of FAQ documents, knowledge articles and user guides.", "Stays current with state-of-the-art technology, including software and hardware for relevant computing platforms and operating systems. Stays informed of service offerings and maintains sufficient understanding of technical requirements for successful delivery."]

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