Analyst (Support & Operations)

About the role

Utilize the Incident Management System to record and manage issues, work requests, and their corresponding resolutions or workarounds. . Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. .

What you'll do

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users Route problems to internal 2nd and 3rd level IT…
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
• Administer and provide User account provisioning
• Utilize the Incident Management System to record and manage issues, work requests, and their corresponding resolutions or workarounds
• Responds to telephone calls, email, instant messages, and assigned tickets from users

What you need

• SOP writing
• Excel
• Documentation
• Problem solving
• Any graduate

Good to have

• Ticketing tools
• Active Directory
• ServiceNow