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Client Support Analyst job in Chicago

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Job Ref:  31603
Employer:  WSP Group
Country:  United States
City:  Chicago
21/10/2016 05:11
WSP | Parsons Brinckerhoff, one of the world's leading engineering and professional services consulting firms, provides services designed to transform the built environment and restore the natural one. The firm's expertise ranges from environmental remediation and urban planning, to engineering iconic buildings and designing sustainable transport networks, to developing the energy sources of the future and enabling new ways of extracting essential resources. Approximately 34,000 employees, including engineers, technicians, scientists, architects, planners, surveyors, program and construction management professionals, as well as various environmental experts, work for this dynamic organization in more than 500 offices across 40 countries worldwide. NA

WSP | Parsons Brinckerhoff is currently seeking a Client Support Anaylst located in Chicago, Illinois.

The Analyst - Client Support (under the guidance of the Manager of Client Support Services) is responsible for support of employees and contractors working from branch and project offices as well as remote locations. Support includes, but is not limited to, providing desktop, printer and telephony services while sustaining high client satisfaction and providing a consistently rapid and high-quality response to maintenance needs

Client Support Services functions as the second line support services to ensure the stable operation of the organization's desk-side and local office support services, including maintenance, troubleshooting applications, resolving incidents and bug fixes. The individual will also assist in the maintenance of knowledge-based repository of common reported problems and resolutions to further increase effectiveness and efficiency for WSP | Parsons Brinckerhoff's service desk operations.

Operational Responsibilities
      • Provide second line support through desk-side, remote, and local office support services
      • Identify opportunities to improve the knowledge base and increase the rate of first line resolution
      • Follow documented processes for incident management and request fulfillment
      • Provide guidance and direction for escalated service issues
      • Demonstrates dedication to customer service and able to quickly assess risks
      • Analyze and document software requirements
Leadership and People Responsibilities
      • Work with other colleagues within Parsons Brinckerhoff service management teams to deliver an effective client support service offering
      • Help ensure client support services teams are focused on achieving results using all resources available from initiation to resolution
      • Ensure that effective working relationships at all levels are achieved by simplifying complex technical messages and acting as an advocate of Parsons Brinckerhoff's service management teams both externally and internally
      • Provide timely, resolution to technical support issues while following company standards
      • Properly log, prioritize, assign, track and respond to incidents and requests in a timely manner
      • Identify and resolve incidents within agreed SLAs, policies and procedures
      • Maintain support documentation of tools that are used by client support services
      • Monitor incident trends and identify recurring incidents for resolution
      • Ensure that all relevant incidents are linked to an appropriate problem
      • Proactively increase the amount of calls resolved at the first point of contact
      • Perform root cause analysis as needed for problems; working closely with IT service management

Technical Responsibility and Task Statements

      • Install and maintain desktop hardware and software, provide PC hardware troubleshooting/repair
      • Use advanced tools/technical knowledge to remediate customer problems and conduct scheduled installs
      • Troubleshoot desktop usage and computer peripherals
      • Troubleshoot and correct defects in existing software systems
      • Responsible for installation, testing, troubleshooting and repair of workstations
      • Responsible for installation and configuration of workstation software
      • Complete PC installation, maintenance, e-mail administration, and disk capacity monitoring
      • Provide accurate estimates for and track data on time spent adding new features and fixing defects
      • Ensure technical documentation is created and maintained

Job Requirements
      3+ years information technology experience supporting inbound customer requests or issue resolution
      Bachelors degree in Information Technology, Computer Science, Engineering or related field or equivalent experience.
      • Strong working knowledge of desktop and server operating systems (Windows, Linux, Unix, etc.)
      • Proficiency with Microsoft operating systems, Microsoft Office Suite Outlook, Word, Excel, and PowerPoint), and Microsoft desktop applications
      • Experience with Active Directory account creation, password resets, group membership changes, distribution groups and other AD functions
      • Experience supporting VPN clients and VPN Administration
      • Conceptual understanding of LAN/WAN network infrastructure
      • Experience supporting applications running in a Citrix environment
      • Excellent listening, questioning, and customer service skills
      • Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned
      • Ability to assess and articulate the service impact of IT Services from the clients perspective
      • Ability to maintain composure, tact and effectiveness under stressful conditions
      • Ability to organize information, efficiently manage time and balance multiple priorities
      • Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience

      • MS in Computer Science or Information Management
      • ITIL Certification

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