Senior Analyst

2 Months ago • All levels

Job Summary

Job Description

This role involves providing 1st line technical support, diagnosing and resolving hardware, software, and network issues for end-users via phone. Responsibilities include resolving or routing incidents, coordinating with vendors, administering user access, documenting issues, and collaborating with helpdesk peers. The role requires cross-training, implementing procedures, and fostering teamwork. The analyst will also troubleshoot mobile devices. They must adhere to quality standards, ensure positive customer experience, and maintain high login efficiency. They will provide level 1 remote desktop support to resolve tickets within agreed SLAs and update worklogs, and follow escalation processes. They will also update the knowledge base and self-develop.

Must have:

Provide hardware/software/network problem diagnosis/resolution.
Resolve or route incidents and requests to appropriate teams.
Administer and provide User Access and Exit controls.
Use the Call Tracking System to document and manage problems.
Troubleshooting mobile devices.
Fluent in Respective language (B2 level and above).
Adhere to quality standards and regulatory requirements.
Ensure positive customer experience and CSAT.
Maintain high login Efficiency.
Provide level 1 remote desktop support.

4 skills required

4 skills required for this role

Add these skills to join the top 1% applicants for this job

ms-office

team-management

problem-solving

excel

Job Details

Job description:

IT Analyst (1st line technical support) Role, responsibilities, and skill sets: 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 AirWatch/Mobile Iron/Blackberry/Good for Enterprise is a plus) Willing to work in different shifts and national holidays as required by Operations. Technical Requirements: Windows Operating systems Clients: Windows8, Windows7, Windows 10 Servers: Windows 2008, Windows 2003, Windows 2000 Remote desktop connectivity applications (TeamViewer, LiveMeeting, Windows Remote Assistance Knowledge of Lync and OCS MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook Internet browsers (e.g. Explorer, Chrome, Firefox) Anti-virus and firewall software PC Hardware knowledge o Desktop o Laptop o Peripheral devices (printers, scanners) Mobile devices and OS (iOS/Android/Windows) PC Hardware knowledge Eligibility Criteria Fluent in Respective language (B2 level and above)

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.