Analyst

Job Description (Posting).

Provide first/second level contact and problem resolution for customer issues. Work with vendors to remediate complex AV issues as needed.

Provide timely communication on issue status and resolution. Maintain ticket updates for all reported incidents. Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.

Should have basic knowledge of Mac operating system, to support Apple pc users. Install, upgrade, support and troubleshoot for printers, computer hardware. Performs general preventative maintenance tasks on computers, laptops, printers.

Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment. Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software. Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.

This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned. (1.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases (2.) To achieve KPI targets, follow defined processes and adhere to ITIL delivery and quality standards ,regulatory requirements and company policies. (3.) To attend customer callorchatsormails and resolve tickets within agreed SLA of ticket volume and time. (4.) To maintain high login Efficiency (Availability) for customers, document identified risks, issues, mitigation plans and support in execution of BCPorDR plans (5.) To work on value adding activities such Knowledge base update and self development