Analyst

Job description:

As part of this role, we are looking for an IT technician. You are dynamic and willing to join a team of several technicians who will support you in your skills development. Your role will be to provide IT support on various devices (desktop PC, laptop, tablet, and smartphone). \r\nRequired skills: \r\n Knowledge of Windows 10 & Windows 11. \r\n Knowledge of Linux (basic Ubuntu only). \r\n Knowledge of Mac OS (basic only). \r\n Knowledge of Android / iOS. \r\n Knowledge of Office 365 (office suite). \r\n Knowledge of OneDrive. \r\n Teamwork and team spirit. \r\n Mobility - Flexibility. \r\n Active Directory management. \r\n Diplomacy and pedagogy. \r\nAdditional skills (would be a plus): \r\n SEP Antivirus. \r\n ServiceNow (ticketing tool). \r\n MECM Remote Control. \r\n Knowledge of HP products (laptop, desktop, and printer) \r\n Networking fundamentals (IP addressing and server knowledge)\r\n

• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
• To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
• Work on value adding activities such Knowledge base update & self development.