Analyst (Support & Operations)

Job Summary

• Service Desk
• English
• Lead/L2

Key Responsibilities

• 24/7 project support
• Lead a team and manage escalations
• 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 their respective resolution
• Respond to telephone calls, emails and assigned tickets from users
• Improves and maintains customer and employee satisfaction
• Monitoring and maintaining SLA requirements - 24/7 project support
• Lead a team and manage escalations
• 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 their respective resolution
• Respond to telephone calls, emails and assigned tickets from users
• Improves and maintains customer and employee satisfaction
• Monitoring and maintaining SLA requirements

Skill Requirements

Service Desk L2 experience, English Communication, ITIL Process

Other Requirements

Problem Solving and Client Interaction skills: