Microsoft Premier Platform Desktop Analyst

Description:
The objective of the Microsoft Premier Platform Desktop Analyst (PPDA) is to resolve remote users' technical problems by means of telephone and mail support. The PPDA responds to Premier clients needing technical support with issues related to Platform Desktop, Internet Explorer and Windows Media Player (WMP) as well as any other products as and when necessary. The PPDA may also be asked to help out other clusters as the workload dictates.

Main Responsibilities:
The PPDA validates customer entitlements and gives high level technical support through information gathering, analytical troubleshooting and research.

-Resolves customer issues using the tools and systems available
-Completes follow-on actions as appropriate, e.g. dispatch materials, send communications, escalate problems
-Ensures that cases are documented correctly
-Retains ownership of each case until problem is resolved or resolution is identified
-Observes strict compliance to licensing, copyright and trademark legislation
-Protects confidential, sensitive information and materials
-Accomplishes other duties as required

Requirements:
-Customer oriented, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution
-Capable of managing own time and workload, team player, quality conscious, flexible and be eager to acquire and share knowledge
-Excellent customer, telephone, verbal and written communications skills
-Analytical troubleshooting skills
-Positive attitude towards all team members, customers and partners. Encourages outstanding team morale and maintains highest ethical standards
-Delivers market competitive performance balanced between productivity, cost and quality

Key Performance Indicators:
-Product and process knowledge
-Attendance and punctuality
-Quality of case management and call handling
-Product Lead and Technical Manager feedback
-Volume of cases logged and managed
-Customer satisfaction
-Balanced Scorecard
-Escalation rate to Microsoft

Work/business environment:
HP is committed to being a world-class provider of customer support through flexibility, hard work and market competitive performance and remuneration. Our customers expect to be served by knowledgeable, courteous, committed, confident and efficient analysts. HP expects employees to adhere to all policies and standards, maintain proficiency in computer technology and support and work pro-actively with co-workers. In return, HP offers industry leading training and development, a competitive salary, unrivalled career opportunities and world-class facilities.

Technical requirements.
A suitable candidate must demonstrate a good working knowledge of current Microsoft desktop operating systems, (Windows XP, Windows Vista, Windows 7), Internet Explorer, WMP and any future releases. Candidate must also have a good working knowledge of personal computers and/or server architecture.

The successful candidate should hold at least one MCP/ MCTS and be ideally studying towards MCITP qualification or similar.

Candidate must have a keen interest in technology with a strong desire to continually learn the latest technologies. A suitable candidate must have a very strong customer orientated focus. Candidate will also have expertise in all of the following:

-Windows XP
-Windows Vista
-Internet Explorer 6/7/8
-Windows Media Player
-Deployment
-Active Directory

Desirable
-Windows 7
-Windows Server 2003/2008
-IIS
-Network Administration