About the Role: We are seeking a Global Internal Employee Technology Support Analyst II to join our team in Addison, TX. This is a client-facing role providing level one technology support for a global user-base. The primary responsibilities include basic troubleshooting of MS applications and proprietary systems to maintain agreed service levels within the Organisation. 

Responsibilities:

• Provide first line support for internal employees via voice and chat channels as part of the 24*7 Global Service Desk.
• Partner with regional and international teams to deliver best in class client care.
• Manage multiple live chats simultaneously with internal customers while achieving core metrics for operations and quality.
• Document tickets clearly for 2nd line teams to resolve issues when first line resolution is not possible.
• Receive in-house technical training and real-time support from peers and subject matter experts.

Required Skills:

• Excellent client care and customer service skills.
• Ability to work well in 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.
• Consistently meet or exceed performance targets and goals related to customer service and call/chat handling.
• Comfortable working in a fast-paced environment.

Desired Skills:

• Experience in a technology call center or customer service role.
• Ability to utilize multiple resources to determine causes and resolutions of problems and incidents.
• Knowledge of hardware support for Windows 10/11.
• Proficiency in software such as MS Office suite, Office 365, SharePoint, and Skype.
• Familiarity with network systems like Citrix, VPN, and  AnyConnect. Experience with ITSM Remedy is a plus.