Sr Analyst

Job Summary

1. First Point of Contact: Act as the primary contact for users when they encounter ITissues or requests (via chat)2. Incident Management: Log, categorize, prioritize, and resolve or escalate incidents.3. Request Fulfillment: Handle service requests such as password resets, softwareinstallations, and access requests.4. Communication Bridge: Serve as the liaison between users and IT teams.5. Customer Support: Ensure a high level of customer satisfaction through professionalcommunication and timely resolutions.Responsibilities:1. Respond to and Log Tickets:o Use ITSM tools (e.g., Service Now, Jira, BMC Remedy) to log and track incidentsand service requests via chat2. Troubleshoot Issues:o Provide first-line investigation and diagnosis for hardware, software, network, andapplication issues.3. Resolve or Escalate:o Resolve issues within scope or escalate them to higher-level support teams whennecessary.4. Monitor and Follow Up:o Keep users updated on the status of their tickets until resolution.o Ensure SLAs are met.5. Knowledge Management:o Maintain and update knowledge base articles to help users with self-service.6. User Access Management:o Support tasks like account creation, password resets, and permissions adjustmentsin line with security policies.7. Report and Analysis:o Assist in generating reports on ticket volumes, trends, and common issues.8. Continuous Improvement:o Identify recurring issues and suggest improvements to prevent future occurrences.

Key Responsibilities

1. First Point of Contact: Act as the primary contact for users when they encounter ITissues or requests (via chat)2. Incident Management: Log, categorize, prioritize, and resolve or escalate incidents.3. Request Fulfillment: Handle service requests such as password resets, softwareinstallations, and access requests.4. Communication Bridge: Serve as the liaison between users and IT teams.5. Customer Support: Ensure a high level of customer satisfaction through professionalcommunication and timely resolutions.Responsibilities:1. Respond to and Log Tickets:o Use ITSM tools (e.g., Service Now, Jira, BMC Remedy) to log and track incidentsand service requests via chat2. Troubleshoot Issues:o Provide first-line investigation and diagnosis for hardware, software, network, andapplication issues.3. Resolve or Escalate:o Resolve issues within scope or escalate them to higher-level support teams whennecessary.4. Monitor and Follow Up:o Keep users updated on the status of their tickets until resolution.o Ensure SLAs are met.5. Knowledge Management:o Maintain and update knowledge base articles to help users with self-service.6. User Access Management:o Support tasks like account creation, password resets, and permissions adjustmentsin line with security policies.7. Report and Analysis:o Assist in generating reports on ticket volumes, trends, and common issues.8. Continuous Improvement:o Identify recurring issues and suggest improvements to prevent future occurrences.

Skill Requirements

1. First Point of Contact: Act as the primary contact for users when they encounter ITissues or requests (via chat)2. Incident Management: Log, categorize, prioritize, and resolve or escalate incidents.3. Request Fulfillment: Handle service requests such as password resets, softwareinstallations, and access requests.4. Communication Bridge: Serve as the liaison between users and IT teams.5. Customer Support: Ensure a high level of customer satisfaction through professionalcommunication and timely resolutions.Responsibilities:1. Respond to and Log Tickets:o Use ITSM tools (e.g., Service Now, Jira, BMC Remedy) to log and track incidentsand service requests via chat2. Troubleshoot Issues:o Provide first-line investigation and diagnosis for hardware, software, network, andapplication issues.3. Resolve or Escalate:o Resolve issues within scope or escalate them to higher-level support teams whennecessary.4. Monitor and Follow Up:o Keep users updated on the status of their tickets until resolution.o Ensure SLAs are met.5. Knowledge Management:o Maintain and update knowledge base articles to help users with self-service.6. User Access Management:o Support tasks like account creation, password resets, and permissions adjustmentsin line with security policies.7. Report and Analysis:o Assist in generating reports on ticket volumes, trends, and common issues.8. Continuous Improvement:o Identify recurring issues and suggest improvements to prevent future occurrences.

Other Requirements

1. First Point of Contact: Act as the primary contact for users when they encounter ITissues or requests (via chat)2. Incident Management: Log, categorize, prioritize, and resolve or escalate incidents.3. Request Fulfillment: Handle service requests such as password resets, softwareinstallations, and access requests.4. Communication Bridge: Serve as the liaison between users and IT teams.5. Customer Support: Ensure a high level of customer satisfaction through professionalcommunication and timely resolutions.Responsibilities:1. Respond to and Log Tickets:o Use ITSM tools (e.g., Service Now, Jira, BMC Remedy) to log and track incidentsand service requests via chat2. Troubleshoot Issues:o Provide first-line investigation and diagnosis for hardware, software, network, andapplication issues.3. Resolve or Escalate:o Resolve issues within scope or escalate them to higher-level support teams whennecessary.4. Monitor and Follow Up:o Keep users updated on the status of their tickets until resolution.o Ensure SLAs are met.5. Knowledge Management:o Maintain and update knowledge base articles to help users with self-service.6. User Access Management:o Support tasks like account creation, password resets, and permissions adjustmentsin line with security policies.7. Report and Analysis:o Assist in generating reports on ticket volumes, trends, and common issues.8. Continuous Improvement:o Identify recurring issues and suggest improvements to prevent future occurrences.