It Support Analyst

IT Support Analyst

Your role

Are you an expert when it comes customer service? Are you passionate about being the part of Global support team and supporting business to meet/exceed their target? Do you have proven ability to solve complex issues and technical need?

Were looking for an IT support analyst to:

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receive, log and manage calls from internal staff via telephone and web portals
• 1st line support - troubleshooting of IT related issues for Windows 10/11, MS outlook, Knowledge of various mobile devices (Apple, Android, Windows)
• Escalate unresolved tickets to the infrastructure support team
• Log all calls in the tool SNOW (Service Now)
• Ability to multi-task and prioritize workload
• Ability to adapt to continuously changing procedures and environment
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Provide stats for the weekly Service Desk report on call trends
• Publish support documentation to assist staff with requests for information & provide staff training if required

Your team

You’ll be working with Technology Service Desk team. TSD has Global presence. As an IT Support Analyst, you’ll play an important role in providing excellent customer Service.

Your expertise

• Excellent communication skills, both written as well as verbal, with prior voice support experience
• Excellent organizational skills
• 1-2 years previous IT Service Desk and/or Call Centre experience required
• Incident Management experience – Managing incidents including business expectations and communication
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10/11 and MS Office Apps Suite
• Experience with using and troubleshooting MS Outlook within a network environment
• Has experience on MS Teams.
• Has sound tools knowledge (SNOW & Monitoring Tools Spectrum ) will be added advantage
• You are a self-motivated achiever who gains satisfaction from providing excellent customer service
• Respond quickly to all queries and incidents, Manage incidents, including via telephone, Chat & email.
• Communication, alerting technical staff via assignments and escalating to Resolver group.
• Support & Classification, making an initial assessment into the nature of the incident, assessing the severity, impact and risk.
• Address queries and provide resolution of straight forward incidents /Service requests.
• Escalation of unresolved cases to next level application specialist teams.
• Monitoring & Tracking - Review the progress of an incident and keeping the user informed.
• Closure, formally closing incidents/Service requests. Initial review and evaluation of the case.
• Communicate major IT incidents /Service requests to affected customers.
• Good to have – Understanding of ITIL framework, Client OS i.e. Win10 / Win11, O365 Suite i.e. MS Outlook, MS Teams, SharePoint, OneDrive etc.

Important / Preferred Skills - MUST HAVE MFA AND O365 Experience