Analyst (Support & Operations)

About the role

Responds to telephone calls, email, instant messages, and assigned tickets from users.

What you'll do

• Responds to telephone calls, email, instant messages, and assigned tickets from users
• Provide hardware / software / network problem diagnosis / resolution via telephone/ chat for customer’s end users
• Route problems to internal second and third level IT support staff
• Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution
• Administer and provide User Access and Exit controls

What you need

• 1–3 yrs of experience
• SOP writing
• Excel
• MS Office
• ITIL
• Customer service
• ServiceNow
• B.Sc or Diploma

Good to have

• Chat support
• AWS
• GCP
• MS Project
• Office 365
• SAP