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

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)

Other 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