GTCS Analyst 1

Duties & Responsibilities:
 Answer incoming technical support calls, chats and emails.
 Identify severity of case by asking the right questions, analyzing and allocating the case appropriately based on its severity.
 Provide resolutions by identifying systematic problems, researching answers; guiding test center administrators through the corrective steps.
 Document details of cases and prioritize according to urgency and importance in Salesforce.
 Monitor support queues in Salesforce and take accountability in following through with end to end resolutions.
 Escalate urgent requests or those that require a more in-depth knowledge and understanding to the attention of Level II Analysts and the Support Manager.
 Identify, recommend and communicate changes to existing procedures
 Work on projects and special initiatives as approved by team leads and managers.

Requirements:
 Candidate should at least possess a Diploma (Advanced / Higher or Graduate) Bachelor’s Degree in any discipline. Computer Science / Information Technology or equivalent is preferred.
 Experience of up to 2 years in Technical Helpdesk or Customer Service is highly preferred.
 Able to speak fluent English.
 You care deeply about your performance and your teams performance
 Logical thinker with good analytical and problem solving skills
 Up-to-date technical knowledge
 Understand Basic User & Security Group Active Directory administration.
 An in depth understanding of LAN, TCP/IP, Citrix environments as well as being able to troubleshoot laptops, desktops, thin client devices, Windows 2008 servers and above.
 Good interpersonal and customer care skills
 Good accurate records keeping