Analyst

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Responsibilities:

• Monitor and provide timely assistance to client requests by responding to GCS-Access Cards requests (end user support).

• Follow standard Helpdesk operating procedures; accurately log tickets on Ticketing Platform and resolve all tickets as per the defined SLAs.

• Work on various Access Management platforms and portals for access related requests. (Software House application CCURE 9000)

• Communicate and resolve within established SLA’s. Respond to Helpdesk Requests via emails or tickets. Identify and escalate situations requiring urgent attention and redirect problems to appropriate resources as on when needed.

• Work as a team player, work with global personnel both internally and externally to expediently resolve client issues.

• Handled a large volume of phone calls, chat and emails via different platforms(Zoom, Microsoft Office, Teams Chat rooms)

• Coordinate regularly with regional and local admin/HR(Client) teams for all access related requests for the Visitors.

• As directed, coordinate with end users associated with the above-mentioned day-to-day services.

• Create reports for the tickets logged in the Ticket Management portal and circulate it to Internal Team on regular intervals.

Skillset:

• Demonstrated experience in Facilities/Security helpdesk environment.

• Has knowledge about Security Operations like Access Cards, CCTV, Critical Alarms.

• Experience of handling Access Management, Building Management and Ticket Management Software

• Ability to create and maintain Ms-Excel Reports.

• Must be a quick learner.

• Must be highly motivated and have a strong attention to detail.

• Good communication and problem-solving skills.