Analyst

at  Presidio

COME BUILD YOUR FUTURE WITH PRESIDIO!

We know technology is the key to success in a connected world. The innovative solutions we provide our clients can unlock possibilities that transform their business. While technology permits that connection, technology without imagination and ingenuity cannot be effective. At Presidio, we know that it’s our people that make the connections happen.
WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading IT solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.

EXPERIENCE AND EDUCATION:

• ITIL process experience
• Process management experience
• Dealing with customers over phone and email

ESSENTIAL SKILLS

• Drive to deliver outstanding customer service
• Ability to communicate well with all levels of staff at client sites.
• Quickly build rapport and gain client confidence.
• Work individually and as a team.
• Be able to follow company procedures and methods.
• Available to work out of hours / weekends if necessary.
• Be a logical thinker.
• Have a proven track record in trouble shooting and problem solving.
• Be able to utilise all tools available to resolve 95% of issues at the first time of asking.
• Ability to quickly learn new products

ROLE SUMMARY:

This is a 1st level position providing support on customer end user infrastructure level as well as acting as the first point of contact for any issues or requests, via phone, email or our ticketing system.

RESPONSIBILITIES

• Answering the phones and collecting information on issue/request.
• Scoping tickets logged via email or ticketing system.
• Understanding prioritisation as per ITIL Model.
• Creating / modifying tickets to ensure information such as Type, Technology, Priority is correct before escalating to the correct team.
• Working and resolving on Service Requests and Incidents from an End User perspective.
• Customer communication via emails and phones.
• Acting as the first point of contact for the entire Managed Services department.