Client Service Analyst

at  EyeTech Solutions

Introduction: The role of the Client Service Analyst entails providing technical assistance to users of computer systems. Responsibilities include addressing inquiries and resolving computer-related issues for clients through various channels, such as in-person interactions, phone support, or remote assistance. You will also offer guidance on computer hardware and software usage, assist with printer setups, troubleshoot word processing, email, and operating system concerns.

• Perform analytical, technical, and administrative work (planning, design, and installation of new or existing processor-based computer systems).
• Resolve client concerns, including directing significant hardware or software issues or faulty products to technicians for resolution.
• Troubleshoot Tier 1-3 issues, including Active Directory, Exchange & O365, and DNS-related problems.
• Offer onsite assistance to clients and staff in the capacity of a Support Engineer.
• Address customer inquiries concerning computer software and hardware functionality to resolve any issues they may encounter.
• Manage the ticket queue by meticulously documenting, tracking, and monitoring problems, ensuring timely responses and closures for all tickets, whether they originate from internal systems or clients.
• Adhere strictly to departmental protocols to keep clients well-informed regarding ticket status and product availability, effectively managing expectations to ensure overall client contentment.