Analyst

Job Description (Posting).

• Provide hardware / software / network problem diagnosis / resolution via telephone for customer's end users

• Route problems to internal I.M. support staff.

• Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.

• Administer and provide User Access and Exit controls.

• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.

• Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.

• Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems.

• Training: Be willing to participate in on the job training designed to enhance skills and support capabilities (1.) To maintain high login Efficiency (Availability) for customers (2.) To resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases (5.) To update worklogs and follow shiftor escalation process and process compliance (6.) Work on value adding activities such Knowledge base update and self development