About the Role: The Global Internal Employee Technology Support Analyst FTE Backfill is a client-facing level one technology support role for a global user-base. The role involves basic troubleshooting of MS applications and proprietary systems to maintain agreed service levels within the organization's Service Desk and deliver exceptional client care.

Responsibilities:

• Providing first line support for internal employees via voice and chat channels as part of the 24*7 Global Service Desk.
• Partnering with regional and international partners to deliver best-in-class client care.
• Managing multiple live chats simultaneously with internal customers while achieving core metrics for operations and quality.
• Documenting tickets clearly for 2nd line teams to fix when first-line resolution cannot be attained.
• Participating in in-house technical training and seeking real-time support from peers and subject matter experts.

Required Skills:

• Excellent Client Care / Customer Service skills.
• Ability to work well as a team and build relationships with global partners.
• Strong organizational skills with the ability to prioritize workload.
• Capacity to multitask and maintain focus on all areas of responsibility concurrently.
• Consistent track record of meeting or exceeding performance targets and goals related to customer service and call/chat handling.
• Proficiency in working in a fast-paced environment.

Desired Skills:

• Technology Call Center and/or Customer Service experience.
• Ability to utilize multiple resources to determine causes and resolutions of problems and incidents.
• Hardware Support -Windows 10/11.
• Software - MS Office suite, Office 365, SharePoint, Skype.
• Network – Citrix, VPN, AnyConnect.
• ITSM Remedy (not essential).