Analyst

· Good experience of working in a customer focused end-user support function covering EUC and software/OS installations and support.

· Good experience of incident resolution, requests, changes, and problem-solving activities delivered to agreed SLAs.

· Respond to and follow up on any mails related to technical issues (incidents and service requests).

· Manage operations delivery execution through team preparedness, precision delivery, overall utilization high business satisfaction in a cost-efficient manner.

· Person should be able to address user s tickets and walk them through Installing application and computer peripherals, provide workaround until you resolve an issue.

· The candidate should have strong customer service skills articulating policies and procedures confidently, attention to detail, excellent communication and troubleshooting skills, ability to work under tight timelines and will ingness to challenge/question with courage.

· Experience of working with a modern ITSM tool (Service Now).

· Preferably ITIL v3 Foundation qualified.

· Understand quality requirements and aspects of the account and work according to those regulations reaching outlined Key Performance Indicators.

· Good experience of documentation.

· Handle escalations of particular incidents.