Analyst

Job Description (Posting).

• 24/7 project support

• Attending Desktop hardware and software related issues

• OS and software installation and troubleshooting

• Attending Daily support desktop complaints /tickets and ensuring timely closure of the reported tickets.

• Software installation, configuration and troubleshooting for end users.

• Manage project related activities including task scheduling, risk and issues

• Work with other technical teams to ensure effective coordination

• Use the incident management system to document and theirn respective resolution

• Respond to telephone calls , emails and assigned tickets from users

• Improves and maintains customer and employee satisfaction

• Monitoring and maintaining SLA requirements

(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.