Support Center Analyst
Act as the primary Customer Service interface/contact between Information Technology (IT) and HEICO Team Members. Provide high quality technical support and timely resolutions to Team Member incidents, problems & requests. Study, analyze, evaluate and document current and projected computer-based applications, requests implementation and maintenance of revised or new systems as well as software maintenance/problem issues in order to ensure proper completion and/or resolution.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
- Respond to all incidents, problems, requests and electronic contacts (e.g.... Phone calls, Emails, Web requests, etc.) within the established Service Level Agreements (SLA's).
- Monitor and track incidents, problems and requests to ensure progress and accurate resolutions.
- Work with other IT areas in order to maximize incident, problem, request resolution and meet SLA's.
- Perform root cause analysis and develop new resolutions to frequently occurring incidents and problems.
- Contribute to Knowledge base in order to aid the troubleshooting process and to avoid future incident/problem re-occurrence.
- Ensures escalation procedures are followed in order to expedite incident/problem resolution or request completion.
- Ensures constant follow-up is established with Team Members until issue is resolved or request is completed
- Document incidents/problems and requests with accurate and detailed description.
- Cross-train with second level support in order to provide better incident/problem.
- Provides constant follow-up on assignments and Email queues.
EDUCATION:
- High School Diploma or GED Equivalent required.
- Associate degree preferred.
- Certified professional (A+ preferred).