Associate Analyst, IT Ops

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.

Are you ready to be one that AIMS HIGHER. REACHES FARTHER in providing essential assistance to our organization's end users? Can you ACT BOLD.BE PASSIONATE  in becoming a reliable resource in the field of IT Helpdesk? Can you BE ONE.HELP MANY in adhering to our IT policies, standards, and procedures? Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION?

JOIN OUR TEAM TODAY!

Position Summary: Global Service Desk II (Associate Analyst, IT Ops) guarantee services are delivered to meet customer business needs and expectations. Triage service requests, ensures proper documentation, notification, escalation, tracking and follow up of all priority incidents. Proactively monitors the network health status via SolarWinds, telephony status via Prognosis, manages Incident Notifications, escalations and prepares post incident analysis.  

ESSENTIAL FUNCTIONS: 

• 95% - Provides Tier2 service or support through telephone, email or remote to end users in accordance with the service level agreement and escalates to the next level of engineers when appropriate.    

• Provides remote support for internal users and resolves issues escalated by Tier1  

• Configures and installs software for end user’s desktops and laptops remotely or over the phone  

• Processes hardware and software replacements based on troubleshooting results by coordinating user setup, upgrades and installations  

• Performs end-user training as it regards assistance with supported applications  

• Manages and triages service requests and incidents effectively by understanding customer needs and meeting service level requirements  

• Communicates company and client-initiated changes to various stakeholders  

• Resets or configures network accounts.  

• Documents incidents and resolutions within the call tracking application and provides updates to the knowledgebase where applicable  

• Sends BCP alerts based on impacted sites and locations  

• Participates and performs in project calls and ensure procedures are properly followed and performed  

• Assist with on-site support as needed  

• 5% - May preform other related duties and responsibilities as assigned and/ or required   

REQUIRED QUALIFICATIONS AND EXPERIENCE

• 2 years or more Remote Technical support or IT Service Desk experience
• Experience in handling inbound and outbound calls
• ITIL certified is a plus but not required
• If without ITIL certification, applicant must have proper understanding of Incident, Change, Problem management and Service Request lifecycle
• Knowledge in active directory, O365, SolarWinds, Prognosis, and Service desk ticketing system
• Strong attention to details
• Can work with minimum supervision
• Willing to work non-traditional schedules, weekdays off, holidays, split off’s depending on operational needs
• This is a work on-site position

Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to Corporate.Security@continuumgbl.com