Service Support Analyst Resume Samples

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A Streich

Abigail

Streich

4684 Marian Tunnel

Phoenix

+1 (555) 354 8377

4684 Marian Tunnel

Phoenix

Phone

p +1 (555) 354 8377

Experience Experience

New York, NY

Service Support Analyst

New York, NY

Torp Group

New York, NY

Service Support Analyst

Installing, configuring, monitoring and supporting the workstation environment including computers, mobile devices and IP telephony
Maintaining user documentation and IT documentation (procedures, knowledge base)
Lifting to move computers/equipment
Working closely with Support teams in global locations to ensure smooth running of a variety of BIIS Data Warehouse related services
Managing user accounts and standard access rights
Provides training to end users in regards to new technologies
Supporting the implementation of strategy and policy issues by involvement in development/change and/or advice to other technical areas and making recommendations to improve procedures and working practices

Boston, MA

Client Service Support Analyst

Boston, MA

O'Reilly and Sons

Boston, MA

Client Service Support Analyst

Assist manager with daily activities within the CIC, including installations and decoms of network printers and other services as requested by the client
Work with vendor to assist in resolving ageing service tickets
Providing system demos/training to clients both on-site and at client sites
Provide direction and guidance to internal client base for creating service tickets
Utilise Prime Services systems and internal infrastructure components to assist in client setup
Provide input to clients about service levels and cost reduction initiatives
Develop relationship with clients to close open issues

present

San Francisco, CA

Level, Service Support Analyst

San Francisco, CA

Strosin, Spinka and Upton

present

San Francisco, CA

Level, Service Support Analyst

present

Keep IT Management informed and updated regarding open issues that have been escalated
Provide Superb service to the end users
Provide onsite support for their assigned office(s) and\or region
Participate in Service Group Projects
Maintain excellent knowledge of all issues in their assigned office(s) and\or region
Serve as a liaison between staff and the IT department to resolve issues
Proficiency with supporting software applications including Microsoft Office and other software

Education Education

Bachelor’s Degree in Aerospace

New York University

Bachelor’s Degree in Aerospace

Skills Skills

Strong knowledge of production processes, quality control, costs and other techniques for maximizing the effective manufacture and distribution of goods
Excellent communicator with strong business analysis, reporting and presentation skills
Good knowledge of the Microsoft Office software suite
Good knowledge of Microsoft Exchange concepts and administration
Good knowledge of ITIL and IT Service Management best practices in general
Basic networking knowledge
Strong ability to work independently and manage one's time
Good knowledge of financial pdts i.e.FX, listed derivatives, money market and etc
Good knowledge of conferencing facilities (video and telephone conferencing)
Excellent customer service with ability to prioritise and sense of urgency

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Special Asset Management Service Support Analyst Resume Examples & Samples

Reviewing Alternative Investment Subscription Agreements, liaising with Trust Officers to ensure accuracy, submitting and filing completed documents and scanning to the document imaging system (15%)
Work with Citi’s Operations Teams to
Establish positions on the trust accounting system and/or GDR system
Process Alternative Investment capital calls and distributions
Update Net Asset Value for client positions
Update values of memo entries which reflect accounts held with third party institutions
Follow-up to ensure that all update requests, wires, and distributions were processed correctly (35%)
Process wires, post cash receipts, price updates and general maintenance of special assets (20%)
Bill pay related to real estate assets held in trust (real estate taxes, utility bills, etc.) (15%)
Generating and interpreting MIS reports for management and business partners (5%)
Monthly price updates for line-item internal and external accounts and tracking receipt of statements, as applicable (5%)
Liaising with Trust Officers, Operations Teams and Technology Teams to ensure client accounts are accurately updated (5%)
Undergraduate degree (previous exposure to Alternative Investments a plus)
Basic knowledge of Microsoft Office products
Excellent organizational skills and effective oral and written communication skills

Service Support Analyst Resume Examples & Samples

Working closely with Support teams in global locations to ensure smooth running of a variety of BIIS Data Warehouse related services
Responsible for driving a virtual team to enable Service Improvements for the portfolio of applications
Responsible for reporting on service levels including incidents and problem resolution to senior leaders
Responsible for RCA related reporting on major incident and completing Problem Records within SLA
Working knowledge of Unix, Mainframe, Teradata and ETL tools

Client Service Support Analyst Resume Examples & Samples

The sucessful candidate will have a central role in the client service IT team for Prime services
They will provide on-going support for the technical requirements of the business's client on-boarding process (this includes sales meetings, Requests For Proposals (RFPs), new client introduction, connectivity, trade file testing, and client reporting requirements.)
Be the first point of contact for clients with regards to issues that will require the candidates support and resolution
Utilise Prime Services systems and internal infrastructure components to assist in client setup
Providing system demos/training to clients both on-site and at client sites

Senior Client Service Support Analyst Resume Examples & Samples

Responsibility for the technical integration function of on-boarding clients onto the PrimeView portal & file transmission infrastructure
Daily interaction with global hedge fund and professional investor clients
Acting as a single point of contact for external clients and internal operation teams to provide a fast and efficient on-boarding experience
Working closely with application development and support teams to provide scalable technical solutions for any business problems
Educating internal and external clients on the business' technical offerings

Service Support Analyst Resume Examples & Samples

Generate daily reports required to support the creation and distribution of Encryption Keys
Prepare and generate courier package information and ensure that mail pick up schedules are adhered and audit requirements are followed
Learn and manage the change control process utilizing the internal change management system, Viper
Coordinate with Production Lead on large scaled implementations and generate required changes in Viper
Coordinate and manage documentation review and updates for internal work instruction and external publications
Gather and prepare statistics for management review
Responsible for ensuring best practices are followed and audit findings and/or observations are not identified
Manage and oversee the reconciliation of Purchase card activity
Associate degree or related degree
Five year’s work experience in an office environment or related setting
Highly organized and adaptive to daily changes in work delegation
Self-starter, able to work as an individual or group contributor
Proficient in the Microsoft Office suite, with specific focus on Microsoft Word and building documents
Able to follow protocol and established processes
Understanding Visa business preferred
Able to be effective in a high paced environment and multi-task while staying focused on deliverables
Excellent interpersonal, drive, and collaboration skills are considered essential to the position

Service Support Analyst Resume Examples & Samples

Verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills
Strong knowledge of production processes, quality control, costs and other techniques for maximizing the effective manufacture and distribution of goods
Strong knowledge of business and management principles involved in strategic planning, resource allocation, and production methods
5+ years of support background and familiar with support model
Proficient in both Cantonese and English
Excellent customer service with ability to prioritise and sense of urgency
Good knowledge of financial pdts i.e.FX, listed derivatives, money market and etc
Unix and Windows (intermediate level)

Level, Service Support Analyst Resume Examples & Samples

Provide Superb service to the end users
Troubleshoot, resolve and document Tier I application incidents and problems in the ticketing system
Able to identify and organize tickets according to priority
Provide onsite support for their assigned office(s) and\or region
Distribute tickets to engineers and escalation technicians if unable to resolve in the level I queue
Participate in On Call rotations
Participate in Service Group Projects
Liaise with IT Engineering when needed to execute various tasks\projects
Serve as a liaison between staff and the IT department to resolve issues
Maintain excellent knowledge of all issues in their assigned office(s) and\or region
Maintain excellent knowledge of IT Configurations in their assigned office(s) and\or region
Keep IT Management informed and updated regarding open issues that have been escalated
Ensure all inventory lists are up to date including computers, printers, copiers
Bachelor's degree and 1-2 years of industry experience or equivalent combination of education and experience
Proficiency with supporting software applications including Microsoft Office and other software
Experience with Windows Windows 7
Advanced troubleshooting skills on desktops, laptops, printers
Mobile phone/device support experience
Experience providing remote support over the phone
Strong interpersonal skills while working within a team environment
Knowledge of mobile device setup/configurations
Experience with Windows 10
Understanding of computer networking
Microsoft certifications are a plus
Experience working in helpdesk ticketing systems
Experience with Microsoft Office applications
Experience with imaging computers

CIB Bacc-shared Service Support Analyst Resume Examples & Samples

Work as part of the CAPS team to deliver against core business objectives and the PM target operating model
Provide day-to-day application support within the production environment to a standard that meets or exceeds Operational Level Agreements
Assist with the transition of production application support tasks from Sub Lob Teams to the CAPS Team in order to realize increased service optimization through economies of scale
Continually analyze service metrics to identify production resiliency improvement opportunities and present findings to technology stakeholders to discuss, agree and implement solutions
Fully participate in the support rota to ensure adequate business support coverage
Must be able to multi-task in a complex production environment and quickly acquire broad knowledge of CIB tools, platforms and working practices
Self starter with confidence to drive issues through to completion in highly pressured environment
Solid investigation and analysis skills in order to recommend value-add solutions in problem focus areas
Multi-disciplined technology skills encompassing some or all
4+ years practical work experience in a time-critical, technical support environment, ideally with a financial institution

CIB Bacc-pm Shared Service Support Analyst Resume Examples & Samples

Work as part of the CAPS team to deliver against core business objectives and the PM target operating model
Provide day-to-day application support within the production environment to a standard that meets or exceeds Operational Level Agreements
Assist with the transition of production application support tasks from Sub Lob Teams to the CAPS Team in order to realize increased service optimization through economies of scale
Continually analyze service metrics to identify production resiliency improvement opportunities and present findings to technology stakeholders to discuss, agree and implement solutions
Fully participate in the support rota to ensure adequate business support coverage
Must be able to multi-task in a complex production environment and quickly acquire broad knowledge of CIB tools, platforms and working practices
Self starter with confidence to drive issues through to completion in highly pressured environment
Solid investigation and analysis skills in order to recommend value-add solutions in problem focus areas
Multi-disciplined technology skills encompassing some or all
6+ years practical work experience in a time-critical, technical support environment, ideally with a financial institution

IT Service & Support Analyst Level Resume Examples & Samples

Document and track tickets using assigned ticketing tool
Provide input for notifications and updates to groups from customers to Upper Management professionally with detail and accuracy
Configure and manage monitoring for new systems and services as they come online
Participate in tracking and prioritization of tickets and ensure incidents are handed off during shift changeover
0-3 years experience
Comptia A+ or Net+ certification preferred
Helpdesk/call center experience preferred
Experience with Splunk and or Opsview monitoring tools preferred
Must be able to multi task effectively in high pressure situations
Possess the ability to identify procedural inefficiencies with the skills to document and implement solutions
Associates Degree in Computer Science preferred
This position is eligible for the Employee Referral Bonus Program

Cybersecurity Service Support Analyst Resume Examples & Samples

Use of product and business knowledge to resolve inquiries with a target of handling >70% of inquiries at first point of contact without having to escalate to specialist and subject matter experts
Partnering with the global LOB teams to ensure well defined requirements are submitted into the demand management intake process
Continual analysis of service request tickets to proactively identify and respond to operational efficiency opportunities
Participation in the day to day operation of the Cybersecurity Service Desk team
Fosters and promotes a customer first model with on-going focus on customer service
Assumes responsibility for personal results
Build & maintain knowledge of the Cybersecurity strategy and how it enables business' strategic direction
Over time establish an understanding of where to focus development and the ability to create a learning environment
Identify and submit improvement opportunities to the Cybersecurity demand intake process, including continuous feedback on delivery
Support a “shift-left” strategy supporting and partnering the Cybersecurity functional teams to implement continuous improvements to FAQs and self-service information points
Participates in generation of the pipeline of ideas and suggestions
Proactively seeks information to identify road blocks
Partners with the Cybersecurity Program and Business Management Offices to ensure consistency in communication including tactical response plans where required
Routinely makes decisions and quickly eliminates roadblocks
24/7 Customer Support and Service Delivery Model
Understanding of service design and delivery, ITIL experience preferred
Application Integration
Business Continuity/Resiliency Knowledge
Programming. Knowledge required enabling effective triage of demand request quality and partnership with dependent functional teams
Product Life Cycle Management/Implementation Knowledge
Technical Systems & Operation Management
Corporate IT Structure
Microsoft Office Products
Operations System and Data Sources Knowledge
Performance Metrics and Reporting
Ideally a business (Cybersecurity and/or Finance) qualification
Previous years in a similar role for a financial firm
Experience of managing high volume request based service desk
Business pattern analysis
Working knowledge of Cybersecurity operations, functions
A minimum of 8 years’ experience in Technology; Infrastructure experience a plus; Application Development experience preferred
Bachelor's Degree required or equivalent work experience

Service Support Analyst Resume Examples & Samples

BA/BS with basic understanding of the fundamentals of Supply Chain Management, Finance, Engineering and Logistics
One to three years experience with an ERP system and knowledge of MRP II concepts
Proficiency in MS Excel is a requirement, MS Access a plus
Knowledge of functional operations (production, material handling, purchasing, and finance)
Experience analyzing, preparing and communicating reports to production and planning with projected impact to the goals and objectives
Must have a thorough understanding of all policies and procedures relative to customer service and inventory control
APICS certification a plus
Detail oriented, with the ability to work at a fast pace in a rapidly changing business environment
Demonstrated experience in addressing issues to senior management
Drive to constantly look for areas for process improvements and eliminate non-value-added activities
Customer focused with a sense of urgency and the ability to effectively function within a diversified team which utilizes matrix management

Client Service / Support Analyst Resume Examples & Samples

Work directly with customers and 3rd party providers to understand, analyze and troubleshoot technical problems
Perform root cause analysis
Assist with additional special projects as assigned

Field Service Support Analyst Resume Examples & Samples

Maintain post sales data bases, do search and create reports
Provide back office support to Field Sales Representatives
Maintain positive customer relationships
Drive customer loyalty through increased productivity, improved value and through a high performance culture
Able to provide both in country and cross border support as needed
Adapting change and process improvements
Be the point of reference for customers for all types of commercial requests: solve complex, high impact problems
1-2 years of experience in Customer Service, Sales Support or Back Office related field - fresh graduates are welcome
Fluency in any Nordic languages (Danish or Norwegian or Swedish) and English (B2+ level or higher)
Excellent communication and interpersonal Skills (written and verbal)
Drive for results and collaborative style
Teamwork, networking and continuous learning skills
Good organizational and computer (MS Office, Excel) skills

IT Service & Support Analyst, Level Resume Examples & Samples

Should be able to learn quickly and have superior oral and written communication skills
Monitor systems and proactively address issues with strong problem solving skills and decision making abilities
Follow company procedures and processes
On-call rotation

Client Service Support Analyst Resume Examples & Samples

Assist manager with daily activities within the CIC, including installations and decoms of network printers and other services as requested by the client
Apply advanced skill and adapts procedures using Excel, PowerPoint, Access and other key software required for day-to-day activities
Daily review of reports to identify issues and discrepancies for correction
Provide direction and guidance to internal client base for creating service tickets
Interact with vendor counterparts to audit daily reports for analysis
Develop relationship with clients to close open issues
Provide input to clients about service levels and cost reduction initiatives
Work with vendor to assist in resolving ageing service tickets
Review monthly volume reports, high level dashboard reports and upload over/under usage to core SharePoint sites
Represent a knowledgeable, efficient, and professional image handling business in a respectful and professional manner
Address client concerns and ensure the resolution of issues in a timely manner, with follow-up as appropriate
Look for opportunities for organic growth within the organization
Ensure customers are proficient in using services by identifying user needs and providing training and consultative services
Complete knowledge of SmartPrint products: EURC system, HP Device Control Center, and records management
Demonstrate excellent customer service skills
Must achieve deliverables on time ensuring a high degree of detail and accuracy
Significant knowledge of all GBDS products and services
Advanced knowledge of Excel and ability to apply and use function
Previous experience in customer service, sales, or other related fields
Ability to build rapport with clients
MS Office Skills
Ability to analyze reports and identify discrepancies
Ability to interface with clients and vendors
Proven Experience in CS Environment
Exceptional Client Service along with the ability to develop client relationships
Analytical Skills in detail orientation
Bachelor’s Degree from an accredited college

Client Service Support Analyst Resume Examples & Samples

Strong client service, and operational background
Ability to construct clear and considered arguments
Proven ability to prioritise competing demands
Delivery focused with ability to pay attention to detail and ensure tasks are completed on time and to the required levels of quality
Strong interpersonal skills and able to build and maintain global relationships
Excel, Word, PowerPoint skills preferable. Ability to learn and navigate numerous HSBC banking systems
Able to build strong relationships with other functions and business units
Experience of working within a large global organisation preferred
A high level of drive and urgency to meet deadlines and targets

Service Support Analyst Resume Examples & Samples

Works with business partner to elicit high level requirements and capture business needs
Clearly articulates and documents business requirements
Assesses the risk of various solutions and prioritizes competing business demands
Coordinates project delivery by participating in design reviews and walk throughs to communicate solution designs and validate proposed solutions
Ensures that all items follow the change management process and are entered and tracked through ServiceNow
Helps to managed ongoing relationships with business partner to drive satisfaction with IT
Proactively resolves customer satisifaction issues
Able to deal with Enterprise wide projects
Reviews and suggests ways to improve the overall business processes
Manage vendor relationships and monitor vendor performance against SLA's
Develop strategic plans, standards, guidelines and policies for desktop environment based on growth, trends, available metrics, etc
Provide guidance on desktop environment and make recommendations to improve the end user experience by architecting the solutions via automation as much as possible
Broad IT experience in the following IT areas: Project Management, Vendor Management, Infrastructure and Maintenance and Support
Train and mentor PC Technicians
Evaluate business justifications for Commercial Off the Shelf (COTS) software
Acts as a liaision between the end user community and the Infrastructure team during outages and maintenance windows
Provides training to end users in regards to new technologies
Required to be "on call" after hours for support
Must be a self-starter, able to work independently and take the initiative to find solutions for business requirements
Demonstrates excellent talent for analysis, translating findings through organizational skills to solve business problems
Excellent communicator with strong business analysis, reporting and presentation skills
Expertise in business planning, problem solving, customer focus and relationship building
Ability to project manage medium to large size projects
Experience with MDM solutions a plus but not required
Experience with Desktop Management tools (Altiris expeirience a plus) in regards to imaging, software reporting and package building a plus but not required
Experience with GPOs
Travel up to 50% to visit remote sites
Lifting to move computers/equipment

Service Support Analyst Resume Examples & Samples

1) As the Service Support Analyst you will be required to undertake research, gather and collate data from a variety of sources, to propose recommendations
Murder
A prescribed sexual offence as defined under the Criminal Procedure Act 1986(or equivalent law in other states or territories)
Specified other assaults under the Crimes Act 1900 (or equivalent law in other states or territories) for which the person was sentenced to 2 or more years imprisonment

Service Support Analyst Resume Examples & Samples

Monitor and escalate issues which may arise from a broad range of Terex Suppliers
Review purchase orders, match and track against budgeted spend
Assist with the preparation of multi-site budgets
Plan and deploy hardware refreshes, according to agreed hardware asset management processes
Identify areas for continuous improvement in the ITSM sphere, with a view to driving automation, eliminating waste and standardizing processes
Systematic monitoring of Terex ITSM tool to validate incident and problem resolution
Analyze Terex its tool data, via direct interactions with impacted business users to ensure expected outcomes are attained. Provide input to both tactical and strategic business cases and presentations to support the GIOS IT function
Identification of cost reduction opportunities and reporting of savings made
Ensure activities meet with and integrate with organisational requirements for SOX & global IT Policies & Procedures
Participation in the definition & maintenance of key KPI to help drive measurement & continuous improvement opportunities within the IT function
Ensure that related documentation and processes are up to date and managed in accordance with Terex IT / Finance policies & procedures
Demonstrate commitment to upholding and representing Terex’s diversity, equal opportunity and inclusion policies/agenda in all business and client dealings
Maintenance of a centralized IT document repository to support the operational efficiency of the wider Service Support team
Degree in Information Systems Technology, Computer Science, MIS or equivalent desirable but not essential
Desirable to have, or work towards attaining ITIL foundation certification
Experience may be considered in lieu of requirements above

Service Support Analyst Resume Examples & Samples

Act as a single point of contact for phone calls, email tickets and walk-ups from end-users regarding IT issues and queries
Undertake technical troubleshooting to identify the root cause of IT incidents to ensure correct resolution is applied
Manage the resolution of incidents for the Service Desk and in compliance with SLAs
Coordinate service requests with the Service Desk, monitor, escalate, dispatch and fulfil user requests in compliance with SLAs
1st line Service Desk incident logging and password resets
Technical incident resolution for workstation services (desktops/laptops, mobile devices, IP telephony)
Provide advice and training on conferencing services (videoconferencing, telephone conferences and web meetings) to end users
Provide advice and training on meeting room facilities (room booking, projectors, audio/video equipment etc.) to end users
Visit remote locations to provide on-site support where required
Deploy and asset manage desktop/laptop environment for both hardware and software
Troubleshooting of basic networking issues
Ensure that Service Desk documentation (technical notes, incident resolution notes, installation procedures, user guides etc.) are developed and maintained up to date and stored in the appropriate document repository
When a major incident occurs, reprioritise work in accordance with the requirements dictated by the Major Incident Manager
Initiate problem management when incidents are reoccurring, to find root cause and resolution
Support and administration of relevant work packages from start to completion
Escalate incidents to the relevant IT teams or third parties
Any other reasonable tasks or requests as directed by the line manager, including occasional administrative work (inventory, stock, purchase requisitions, billing reports etc.)
Advises on the available standards, methods, tools and applications in own area of specialisation and can make correct choices from alternatives
Can analyse, diagnose, design, plan and execute work to time and quality targets
Communicates effectively, formally and informally, with colleagues
Clear understanding of the relationship between own area of responsibility to the organisation and takes customer requirements into account when making decisions
Takes initiative to keep skills up to date
Maintains awareness of developments in the industry
Flexible approach to business requests
Minimum 2 years of experience in a similar role, ideally 3-4 years
A+ certification or Microsoft Certified Professional (MCP) or equivalent through experience
ITIL certification – ‘ITIL Foundation’ minimum
Communicating effectively: good oral and written skills
Attention to detail: applying quality standards to all tasks undertaken and ensuring that nothing is overlooked
Information acquisition: identifying gaps in the available information required to understand a problem or situation and devising means of remedying such gaps
Goal orientation: maintaining focus on agreed objectives and deliverables whatever the circumstances
Interacting with people: establishing relationships and maintaining contacts with people from a wide variety of backgrounds
Organisational awareness: understanding the hierarchy and culture of organisation
Persistence: meeting targets and fulfilling agreements even under adverse circumstances
Energetic and resilient
Self-starter, shows initiative and commitment to continuous improvement, challenging the assumed ‘normal’ practices
Keeps knowledge current and shows commitment to continuous learning
Ability to work as a team member with a strong focus on outcomes that ensure best results for the business
Collaborative and open in style, with sound and balanced judgment
Actively identifies problems and presents viable solutions
Conducts work while being fully aware of, and complying with, health & safety, environmental and security responsibilities