Sr Analyst

Job Summary

Provide first-level technical support to end users, delivering prompt, high-quality assistance in Turkish, and ensuring resolution of IT issues while meeting SLA and customer satisfaction targets.

Key Responsibilities

Act as the point of contact for Turkish-speaking users Log, categorize, and prioritize incidents/service requests in ticketing tools (e.g., Service Now) Provide first-call resolution (FCR) for standard IT issues (password reset, access issues, basic troubleshooting) Perform remote troubleshooting for desktops, laptops, applications, and network connectivity Escalate unresolved issues to L2/L3 support with proper documentation Follow ITIL processes (Incident, Request, Knowledge Management) Maintain accurate ticket updates, closure notes, and documentation

Skill Requirements

Windows OS, MS Office / M365 VPN, Outlook, basic network troubleshooting Active Directory (user account management) Endpoint and application support Strong customer service orientation Effective communication in Turkish & English Basic troubleshooting and analytical skills Ability to work in a rotational shift and weekend

Other Requirements

Provide fluent verbal and written support in Turkish Ensure clear, professional, and customer-friendly communication Collaborate with global teams and stakeholders when required (English proficiency expected)