Analyst

Job Description (Posting).

Project management leadership and oversight across all Towers Guide users on the PC reset process. Guide users on the PC reset process.

Activity Planning [Technical tasks identification, sequencing and time estimates] with all project stakeholders Assisting ( not troubleshooting) users with incident tickets Assisting ( not troubleshooting) users with incident tickets

Overall Project Planning and validation of timeline and effort Assisting users to connect with respective technical team members and tracking progress of incidents Assisting users to connect with respective technical team members and tracking progress of incidents

Review Project Progress

Budget Tracking

Escalation Management

Customer leadership discussions and review

(1.) To maintain high login Efficiency (Availability) for customers. (2.) To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time. (3.) To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be. (4.) Work on value adding activities such Knowledge base update and self development. (5.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (6.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.