Job description
Client Service Analyst
This position will provide Client support for all desktop and server related issues via telephone and/or a remote location. In addition to staying abreast of industry trends and best practices, you will provide technical assistant to computer system users including problem assessment/resolution and software and hardware installation and configuration, when necessary. The Client Service Analyst must display a high-level of professionalism and sound judgment at all times by promoting superior service to RFA Clients. Our ideal candidate will have experience providing IT support to the financial services industry.
Our ideal candidate will be a solution-oriented administrator who can thrive in a fast-paced, sometimes stressful environment while maintaining a professional and composed demeanour. They will utilize their exceptional active listening, critical thinking and communication skills to resolve Client issues while promoting RFA’s brand as a Client-centric, full-service technology provider. This role will deliver RFA Clients with a high-level of hardware and software support by efficiently providing technical assistance relating to installations, upgrades, applications, email, and operating systems. The Client Service Analyst will also be responsible for servicing system users by efficiently resolving issues while carrying out troubleshooting activities and configurations as needed.
Responsibilities
- Answer user inquiries regarding computer software and/or hardware operations to resolve Client issues.
- Provide onsite support to Clients and staff as a Support Engineer.
- Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner, whether on RFA systems or the Clients.
- Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall Client.
- Troubleshoot Tier 1–3 issues, including Active Directory, Exchange & BES Server and DNS related issues.
- Manually log all phone calls made to the Service Desk, ensuring that all issues are captured in the Service Desk software.
- Perform analytical, technical and administrative work in the planning, design, and installation of new or existing processor based computer systems in a complex technical environment involving multiple computing platforms/technologies.
- Resolve Client issues including referring major hardware and/or software issues or defective products to technicians for service.
- Adhere to departmental procedures to ensure Clients are kept well informed of ticket status and product availability in order to manage Client expectation and ensure overall Client satisfaction.
- Perform other duties as assigned.
Required Skills
- 3+ years in a Client-interfacing Service Desk/Systems Administrator role.
- Superior troubleshooting abilities enabling quick determination and resolution of software and hardware issues.
- Experience within a Microsoft environment - O365, AD, Exchange Online, Azure
- Able to use logic/reason to identify strengths and weaknesses of alternative solutions and apply most effective resolution methodology.
- Excellent active listening, and written and verbal communication skills.
- Able to demonstrate a sense of urgency while acting in a professional, calm manner ensuring excellent Client support.
- Experience with Active Sync, Remote VPN Software, Disaster Recovery, and/or Anti Virus; some back-end knowledge is preferred.
- Able to stay abreast of changes and updates in relevant technologies.
- Financial Service Support experience preferred.
- 2 year degree or equivalent experience.
