What are the responsibilities and job description for the End User Support Analyst - Contract Role position at Advocate Consulting?
Advocate helps IT leaders speed the shift from cost center to strategic partner. As the premier TBM consulting and services company with more than 600 enterprise clients, we uncover more savings to invest, enable more business outcomes and create more influence overall.
The End User support Analyst role is a full time contract role thru 12/31/22 with an opportunity for the role to convert to full time employment.
RESPONSIBILITIES
- Provide first-level and second-level support for incoming mobile issues via the telephone or email.
- Responsible for support and troubleshooting of enterprise end user mobile devices; i.e. tablets, smartphones
- Responsible for daily provisioning and placing orders for mobile services.
- Responsible for daily processing of end user support tickets.
- Responsible for meeting or exceeding response time, ticket resolution time, and customer satisfaction ratings set by the Mobile Support Manager as defined in your goals and objectives
- Additional responsibilities will include the preparation and deployment of mobile devices for our depot services
- Provide a degree of proactive support, leveraging monitoring alerts and other tools, in effort to resolve potential issues before impact is realized to the client
- Notify Mobile Support Manager when client impacting problems are encountered and assign tickets to responsible group/team when outside resolvable scope
- Write technical documentation and publish to the help desk (Knowledge Management System) regarding activation procedures and troubleshooting steps for mobile devices
- Record and document all reported issues in online tracking system accurately and timely
- Engage carriers for third-level support on behalf of end users to assist with account changes, password resents and to arrange replacement of devices when needed
- Act as a technical and usability expert on various mobile devices
- Procurement of devices with multiple carriers to include Moves, Adds, Changes and Disconnects (MACD) requests from clients
- Ensuring SLA’s are maintained for all MACD activity and escalated to the Mobile Support Manager when appropriate
- Responsible for all of the above during assigned shift hours.
SKILLS
- Excellent Organization, Communication, Critical Thinking and Time Management skills
- Strong ability to communicate both verbally and in writing with clients, vendors and team members
- Ability to work well in a collaborative, team environment
- Ability to work independently and exercise sound judgement to solve complex problems
QUALIFICATIONS
- Bachelor’s degree in Business or Information Technology is preferred but not required
- 1-2 years of experience in mobile communications is preferred
- Experience working in an inbound contact center preferred but not required
- Working knowledge of Microsoft Office Suite
- Must provide Proof of Right to Work in the United States on the I9 Form
OPPORTUNITIES
- Join a company named to the Inc. 5000 list of Fastest Growing Companies for eleven consecutive years
- Named one of the Top 100 Workplaces by The Atlanta Journal-Constitution
- Work daily with Fortune 500 Clients
- Opportunity for rapid career advancement
- Client facing position with the opportunity to make a direct impact
