SENIOR ANALYST

ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred.

Total : 3-4 yrs. of University education post High school

12 months

The primary function is to provide Tier 1 support to customer via phone, email and other sources. Need to ask appropriate questions and use knowledge and resources to diagnose and resolve their issues, if required escalate issues that extend beyond Tier I span of control.

Role specific responsibilities :

Provide hardware / software / network problem diagnosis / resolution via telephone / email / chat to end users

Route problems to internal 2nd and 3rd level IT support staff.

Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

Administer and provide User account provisioning.

Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.

Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate

Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution.

Perform user account management activities

Escalate complex problem to appropriate support specialists

Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)

Troubleshoot client software and basic network connectivity problems.

Identify, evaluate and prioritize customer problems and complaints.

May train users and operators on a limited basis and / or may write training procedures.

Participate in on-going training and departmental development.

Routine maintenance updates with other IT staff and business units.

Provide all required documentation including standards, configurations and diagrams.

Provide knowledge transfer of EUC operations

Other Skills / Experience

Ability to successfully provide hardware / software / network problem analysis and resolution support over the phone.

Personal dedication to providing high quality, superior service always. Ability to finish what is started is a must.

Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.

Ability to learn new information quickly and the willingness to always do so.

Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.

Teamwork

Technical Expertise

Interpersonal Effectiveness

1.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (2.

To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.

3.) To maintain high login Efficiency (Availability) for customers. (4.) To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time.

5.) To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be.

6.) Work on value adding activities such Knowledge base update and self development.