Sr. Desktop Support Analyst

Premier Brands Group currently have an excellent opportunity for a Sr. Desktop Support Analyst. Responsibilities include, but are not limited to the following:

• Install, troubleshoot, diagnose, and repair application problems, or request software reinstalls as needed.
• Setup, troubleshoot and diagnose Canon multi-function devices including network connectivity, printing functions and eCopy functions.
• Activate and configure devices as well as troubleshoot and diagnose reported Blackberry issues.
• Provide advanced troubleshooting and 3rd level support to customers and other cellphone technicians.
• Provide end-user desktop support for Apple hardware and software.
• Provide in-house audio-visual support during meeting requests.
• Ensure customer satisfaction through the timely, professional response and resolution of problems in order to limit negative impacts on customer productivity.
• Manage incident management queues in the incident management system, documenting all actions taken to provide problem resolution, following standard operating procedures.
• Using available support tools, technologies, and acquired knowledge provide problem resolution and proactive problem detection.
• Manage and monitor customer service requests including problem escalation to ensure closure and customer satisfaction.
• Diagnose problems and provide resolutions on technical and service issues.
• Provide input into the development and implementation of processes, procedures and standards.
• Serve as the on-site eyes and hands, when requested, for the Network and Server Support groups.
• Take part in planning and support of any project that affects local site employees as well as those sites which do not employ local support technicians (i.e., remote divisions, remote offices, and remote employees).
• Troubleshoot, diagnose, and respond to LAN/WAN issues per direction from Network Services.
• Ensure proper escalation procedures are followed.
• Collaborate with other IT organizations to resolve system issues.
• Make recommendations on how to improve the quality of service.
• Represent the interests of Client Support Services in interactions with other departments.
• Departmental standard operating procedures are defined for core business processes, however there is a high degree of creativity required related to problem isolation, identification and resolution.
• All customer contacts documented in incident management system.
• High level of customer satisfaction with delivered resolution and limited callbacks
• Operating Level Agreement’s performance within defined standards
• Other duties as assigned.