Analyst - Communication Skills, Microsoft Teams

Job Summary

This role provides foundational support for end users by addressing technical issues, facilitating effective communication, and ensuring resolution of Level 1 tickets via Microsoft Teams and related channels. The position is crucial in maintaining operational efficiency, customer satisfaction, and adherence to service standards within the IT support team.

Key Responsibilities

1. Resolve basic hardware, software, and network issues by utilizing Microsoft Teams and remote desktop tools, ensuring compliance with SLA and quality requirements.
2. Communicate with end users through Teams chat, email, and voice to diagnose and address Level 1 support tickets, maintaining clarity and professionalism.
3. Update ticket worklogs and document troubleshooting steps in Microsoft Teams and ITSM platforms to ensure accurate case records.
4. Adhere to defined shift schedules and follow escalation protocols by routing unresolved or complex incidents to higher-level support using Teams and ticketing systems.
5. Contribute to knowledge base updates and self-learning by documenting frequent issues and solutions within Microsoft Teams channels or shared repositories.
6. Maintain high availability and login efficiency to maximize customer support coverage and meet team performance standards.
7. Participate in quality monitoring sessions for voice and written communication to ensure alignment with organizational guidelines.
8. Support positive customer experiences by striving for first-call resolution and minimizing ticket reopen rates.

Skill Requirements

1. Basic understanding of Microsoft Teams for communication, ticket handling, and collaboration within the support team.
2. Fundamental knowledge of remote desktop troubleshooting for hardware, software, and network issues.
3. Familiarity with ITSM tools for logging and managing support tickets.
4. Basic proficiency in written and verbal communication for interacting with end users and documenting case activities.
5. Awareness of organizational quality standards, including voice, accent, and technical monitoring requirements.
6. Ability to follow shift schedules and adhere to escalation protocols for unresolved issues.

Other Requirements

1. Optional but valuable: Microsoft Certified: Teams Support Engineer Associate.