Data Analyst/IT Support

Serve as the first point of contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Process daily, weekly and monthly client sales and asset data files, which include the transformation of raw data (received in various formats) into standard file formats to import into our Sales and Asset Report system.