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HP Employee Reviews for IT Support Analyst

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• Answer contacts promptly and professionally • Log/Validate all contacts Call Handling Database • Resolve customer problems using the relevant tools and systems • Manage end to end all calls logged, providing regular updates to customers on call status • Invoke Escalation Procedures within defined time frames • Work to achieve individual and team goals • To comply/complete desk specific or ad-hoc request/tasks Mentor new hires. • Ensure Quality standards are adhered to in regards to both Cases & Calls. • Live documentation validation • Protect confidential and sensitive information and materials • Observe strict compliance to licensing, copyright and trademark legislation • Accomplish other duties as required • Pro-actively seek support from escalation team via. • Escalate tickets to escalation team for validation and further escalation. • Monitor ticket queues and handle tickets appropriately • Provide support to multiple desks
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  1. IT Support Analyst