Associate Support Analyst

Key responsibilities

• Technically support the field, by providing 24/7 support through one or more InTouch helpdesks, in the role of a Helpdesk Engineer and/or a Helpdesk Manager.
• Maintain the Knowledge Base and manage validation with AI.
• Monitor the performance of the helpdesk measured against target objectives, suggest and implement measures to improve the level of service.
• Promote knowledge sharing by encouraging submissions from users and the use of information in the InTouch & ESM knowledge database. Submissions can take many forms, including documentation, solutions, Technical Alerts, best practices, case histories, and lessons learned. Use AI to create Knowledge Documentation.
• Provide FDP Training as needed to Super Users and Business.
• ITEs are expected to actively communicate with experts to build rapport.
• Manage feedback from users and address all issues to the satisfaction of the submitter.
• Issue Technical Alerts for all events deemed critical, in accordance with the product line guidelines and with the approval of the InTouch Manager or Operations Integrity Manager.
• Closing the loop with Engineering, Sustaining, Training, Deployment on issues identified by the field and the InTouch team.
• Taking part in the review process of FDP features for the field, including documentation and training materials
• Provide FDP Training to Low Seniority employees and Super users.
• Manage RCA of all Production bugs with implementation of Problem Record Management, Use of AI to analyse Monthly Incidents and come up with RCAs.
• Executing Process Improvement and AI Automation project to create Value and Prevent Loss.
• Maximize Use of Agentic AI to resolve Incidents.
• Foster professional relationships with internal and external peers and stakeholders

Business