Responsibilities

The Tech/Systems Support Analyst will be responsible for resolving incoming telephone and email requests within agreed service levels, handling Level 1 escalations including medical emergency situations, and assisting the Team Lead in monitoring support issues. They will also provide comprehensive customer/technical support services via phone and email, troubleshoot issues and escalate them when necessary, create and submit detailed call/email logs, confirm and update customer profile information, act as a first point of escalation for Help Desk Analysts, notify management of dissatisfied customers, follow documented escalation procedures, confer with the Team Lead to identify trending problems and develop solutions, proactively seek business acumen for supported clients, maintain proficiency in all applications utilized by clients, assist in mentoring Level I Analysts, perform customer support related tasks and special projects, and assume Supervisory responsibility in the absence of the HD Supervisor.