Helpdesk Support Analyst

We are looking for a Helpdesk Support Analyst to join our Fort Lauderdale team. Reporting overall to the Group Head of Technology, you will provide continued customer support to improve technology performance for all of Air Partner’s Helpdesk activities, primarily covering the US regional offices.  You will support client requests in accordance to Service Levels across all of areas of the group. 

You will be involved with administration of new and departing users and ensuring that all assets are aligned correctly and are key to daily actions.  Promotion and support of D365 duties are prominent to the successful delivery of the Customer First programme and this will result in a better understanding for our customers and their behaviours and drive more effective and optimised data collection for  performance.

What you will be doing: 

You will report daily to the 2nd Line Support and 3rd Line Engineers and provide 1st line technical support to users located across a number of international sites whilst being based in Fort Lauderdale. You will also log and manage incoming calls through to resolution.  This role is predominately office based, but you will be required to travel to other US sites from time to time. You will be using Microsoft Suites continuously and be required to communicate daily via telephone, 1-1 contact and email.  Incident management will be of paramount importance as will the other service components. You will:

- Understand and promote the technology framework in the daily role of service operations  

- Issue reference numbers to all customers for each request received

- Provide advice to customers on the efficient and safe use of computer systems

- Ensure efficient resolution of faults and customer feedback are addressed as a priority

- Maintain ownership of calls, communicating with customers in order to achieve response targets defined with Annual Performance Reviews and KPI’s

- Use technical knowledge to interpret customer requirements, troubleshoot calls, provide advice and fault resolution on first contact in accordance with the Service Desk SLAs

- Provide technical advice to customers and Team members communicating technical system matters to non-technical staff clearly to ensure understanding

- Monitor the forward schedule of change to keep up-to-date with planned infrastructure outages

- Ensure the 1st Line Service Desk achieves target SLAs defined by the Head of Technology

What we are looking for: 

You will possess excellent communication skills and understand the importance of providing outstanding customer service in line with our Customer First programme. The role requires strong organisational skills and the ability to make decisions while balancing the varying priorities of open calls.

In order to provide first level advice on Technology queries and to quickly understand difficulties being experienced by callers, a working knowledge of the following is required: 

- Microsoft Windows 10  

- Microsoft Windows Server  

- Microsoft Sharepoint

- Microsoft Exchange 

- Microsft O365 applications inc Dynamics 365

- Microsoft Office 365

- Active Directory

- Mitel Technologies

- Print Management

- RSA Secure Remote Access

- Citrix 

- Mobile Technologies (IOS Android BES)

- Remote Server Management (RDP, TeamViewer)

- IT Infrastructure standards and methodologies

- CCNA optional

- Data Protection processes and Cyber Security advantageous

- Audio Visual knowledge desirable

You will also have an understanding of equalities issues and the ways in which best practice can be applied in the context of the duties and responsibilities of the post along with an understanding of the regulations governing the confidentiality and security of information held on computers and systems.

VacancyId 3074
Location Fort Lauderdale, Florida
Department IT
Closing date 31/05/2019 00:00:00
Email To ap.careers@airpartner.com