IT Technical Analyst II

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For your reference, we have included the original job posting below.



IT Technical Analyst II

Job Number:	25577528
Company Name:	Dell
Job Location:	Cyberjaya, MY
Job Category:	Information Technology

IT Technical Analyst II

Title: IT Technical Analyst II
Location: MYS-Cyberjaya
Technical Support Analyst

Solves moderately complex customer issues on any product.

· Provides first- or second-level support in the inbound or outbound contact center.

· Prioritize work based on time and complexity requirements- exercises sensitivity to due process and proper pacing.

· Routes customers when appropriate to proper support queues.

· May identify opportunities for process improvements that contribute to the achievement of business metric goals.

· Solves problems consistently and completely with minimum supervision.

· Responsible for working to share strengths with peers.

· Responsible for partnering with technician to obtain resolutions to complex technical issues- helps others deliver results.

· First point of contact for customer escalations.

· Performs quality audits.

Strong telephone etiquette skills.

· Strong organization skills.

· Able to utilize computer to input data.

· Experienced verbal and written communication skills.

· Working knowledge of Dell products, customer service, policies and procedures.

· Strong organization and problem solving skills.

· 2-4 years experience in a customer service or related fields.

· May require industry certification.

Clear Communication Skills

Must with helpdesk experiences

In house application knowledge or experiences

MS Office application troubleshooting
Hardware trouble shooting
A bachelor degree in Computer Science or equivalent

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Technical Design 2\3 Jan 25

Infrastructure Engineer II Feb 7

Systems Analyst II, Ent Apps Feb 7

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AT&T Principal-Technical Architect, Oracle DBA Feb 12

Sr Systems Analyst (IT) Feb 4

IT System Administrator Jan 28

IT Coordinator Jan 24

Sr Programmer Analyst Jan 21

Configuration Management Analyst Jan 23