SEIZE THE OPPORTUNITY TO BE A PART OF SOMETHING GREAT!
Presidio is on the leading edge of a technology-driven movement to transform the way business is done, for our customers and our customers' customers. Joining Presidio means immersing yourself in a culture of self-starters, collaborators, and innovators who make real, lasting change in the marketplace via cutting-edge technology and business solutions. At Presidio, we know that it’s our people that make the connections happen.
WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading global digital services and solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security & Emerging solutions.
THE ROLE: Analyst, MS Ops
Job Summary
As an Analyst, you will support customer end-user infrastructure and act as the first point of contact for issues or requests via phone, email, or our ticketing system.
Job Responsibilities
1. Answering calls and collecting issue/request information.
2. Scoping tickets logged via email or ticketing system.
3. Understanding prioritization as per ITIL Model.
4. Creating/modifying tickets with accurate information before escalation.
5. Working on Service Requests and Incidents from an End User perspective.
6. Communicating with customers via email and phone.
7. Acting as the first point of contact for the Managed Services department.
Required Skills
* Drive to deliver outstanding customer service
* Effective communication with all levels of staff at client sites
* Quick rapport building and client confidence gaining
* Ability to work individually and in a team
* Follow company procedures and methods
* Availability to work out of hours/weekends if necessary
* Logical thinking
* Proven troubleshooting and problem-solving skills
* Utilize tools effectively to resolve issues promptly
* Quick learner of new products
Education And Experience
* ITIL process experience (desired, not essential)
* Process management experience
* Experience dealing with customers over phone and email
About Presidio
Presidio is committed to Diversity, Equity, and Inclusion, fostering a culture where differences are valued and contribute to our success. We are a global digital services provider accelerating business transformation through secure technology modernization, with teams of engineers and solutions architects across cloud, security, networking, and data center infrastructure. We serve as a trusted advisor, providing comprehensive professional, managed, support, and staffing services. Presidio operates in over 40 US offices and locations in Ireland, London, Singapore, and India.
For more information, visit: http://presidio.com
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