Analyst

Job Description (Posting).Provide hardware / software / network problem diagnosis / resolution via telephone for customer s end usersRoute problems to internal I.M. 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.Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention''s.Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems.Training: Be willing to participate in on the job training designed to enhance skills and support capabilities.Eligibility, Knowledge, Skills & Experience3-4 yrs of University education post High school (B.Sc. or Diploma)1-2 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.Phone support experience is mandatoryTechnical helpdesk or technical call center experience is necessary.Disciplined, systematic problem-solving skills required.Hands-on work experience with the following:o Windows Operating systems - Windows XP/ 7 /10Remote desktop connectivity applicationsMS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/ExchangeMS Outlook:o Configuring the MS Outlook - via Exchange or POPo Making Calendar entries - setting up meetingso Sharing of calendar address book and contacts.o Making pst files, signatures, enabling - spell check options, read receipt, recall a sent email.o Setting up Rules in MS outlookInternet Troubleshooting:o Knowledge of the working principles of DHCP and DNS.o Setting up/troubleshooting wired and wireless connections.o Knowledge of the usage of basic commands like ipconfig, Tracert, nslookup, loop back IPaddress.o Troubleshooting internet explorer issues - like secured sites not openingo Knowledge of troubleshooting no network connectivity issues - like limited or no connectivity issues, page cannot be displayedVPN and remote dial-in usersSupport for laptop, desktops, and printersOthers: Adobe Acrobat and other common desktop applicationsBasic knowledge of ITIL processesWilling to work in 24 x 7 operations(1.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases (2.) To achieve KPI targets, follow defined processes and adhere to ITIL delivery and quality standards ,regulatory requirements and company policies. (3.) To attend customer callorchatsormails and resolve tickets within agreed SLA of ticket volume and time. (4.) To maintain high login Efficiency (Availability) for customers, document identified risks, issues, mitigation plans and support in execution of BCPorDR plans (5.) To work on value adding activities such Knowledge base update and self development

Created: 2025-09-06