Sr Analyst

Job Summary

• Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users.
• Resolve or Route incidents and requests to appropriate teams • 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 circumventions.
• Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
• Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems.
• Perform effectively as a project leader or project team member as required for helpdesk projects and internal assignments.
• Willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
• Troubleshooting mobile devices (knowledge of Air Watch/Mobile Iron/Blackberry/Good for Enterprise is a plus) • Willing to work in different shifts and national holidays as required by Operations.

Key Responsibilities

• Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users.
• Resolve or Route incidents and requests to appropriate teams • 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 circumventions.
• Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
• Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems.
• Perform effectively as a project leader or project team member as required for helpdesk projects and internal assignments.
• Willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
• Troubleshooting mobile devices (knowledge of Air Watch/Mobile Iron/Blackberry/Good for Enterprise is a plus) • Willing to work in different shifts and national holidays as required by Operations.

Skill Requirements

English Language along with Service Desk Experience:

Other Requirements

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