Sr Analyst

About the role

Able to recognize situational trends and call team and management attention to them 1st line support - troubleshooting of IT related problems for software/hardware, such as BlackBerrys, IPAD, Laptops, PCs and Printers Log all calls in the Service Desk Call Logging system To maintain a high degree of customer service for all support queries and adhere to all service management principles

What you'll do

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal & external staff via telephone, email or chat
• Troubleshoot basic network and VPN issues
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Provide supporting stats for the weekly Service Desk report on call trends

What you need

• 3–6 years in data & business analytics
• Excel
• Active Directory
• PowerPoint
• Any graduate