IT Customer Experience Analyst

Job description

Description NEFCO is seeking a motivated and experienced IT Customer Experience Analyst to join our IT team. The ideal candidate will be a self-starting, professional individual dedicated to providing exceptional IT support. This role acts as a critical escalation point, handling advanced technical issues and supporting core infrastructure. The position is primarily responsible for delivering skilled onsite technical assistance to the assigned location and nearby branches, while also providing comprehensive remote and onsite support to all other company locations and colleagues. Key Responsibilities: 1. Advanced Technical Support & Escalation 2. Advanced Service Request & Incident Management 3. Hardware & Software Lifecycle Management 4. Service Delivery & Documentation 5. General Duties - Provide Tier 2 help desk support, serving as an escalation point for the Tier 1 team. - Perform advanced diagnostics, testing, and repair of complex hardware and software issues on devices including desktops, laptops, printers, phones, and mobile devices. - Take ownership of escalated support requests from the Tier 1 team and see them through to resolution. - Utilize remote control software to ef...