The Technical Support Analyst (Bilingual) resolves technical issues with a timely response to telephone calls, email requests as well as provides desk side support.
Responsibilities
Provide technical assistance and support for incoming service requests related to computer systems, hardware, software, remote access and mobile devices.
Monitor service desk phone and ticket management queues. Resolve and respond to all requests in a professional, confident, and courteous manner.
Liaise with respective personnel to provide onsite and remote event and AV boardroom support.
Document support requests using Service Now
Adhere to Incident, Problem and Change Management processes escalating to manager and/or technical IT Service Owner when additional support is required.
Supports IT Service Owners team with remote, hands-on troubleshooting and support for lo...