Analyst – end user support

The role is responsible for working as a first (L1) and second (L2) level support to log, resolve, assign, check, guide, and follow up on any user-reported IT issues and requests on a daily basis, both locally and globally. Troubleshoot issues that may cause system outages and initiate corrective action promptly, reporting issues to support groups when necessary. The role must also interface with the necessary customers and/or business support groups and escalate issues if necessary. Monitor and report activities and performance of all IT systems and KPIs. Collect SLA data from various systems/applications as per SLA requirements and procedures, and produce reports. Identify trends in the support incidents and develop documentation to address these recurring issues. Identify increasing trends, unusual activity, or repeated activity in all IT services. MAIN DUTIESSupport and maintain all aspects of the End User Support environment, including both physical and virtual setups. Ensure seamless functionality and address any issues promptly. Serve as a Level 1 & 2 support analyst to resolve complex technical and user incidents, adhering to defined standards, processes, and procedures. Handle incidents and keep all concerned parties informed about status as per the processes and procedures. Utilize the Service Desk software for logging, resolving, updating, and closing incidents and service requests from end users. Ensure that Service Level Agreements (SLAs) are consistently met and manage team performance to achieve high-quality support. Complete assigned incidents and service requests in accordance with agreed Service Level Agreements (SLAs). Ensure timely and effective resolution of all requests. Manage incidents & Service Requests, and work with third parties (vendors) as needed. Undertake an immediate effort to restore a failed IT Service as quickly as possible. Manage daily activity workload to ensure Service Level Agreement (SLA) commitments to customers and business sponsors are consistently achieved. Maintain resolution steps carried out and follow-ups on incidents and requests that took place and advise users of actions taken. Maintain accurate log entries of requests with details and contact information by adherence to processes and procedures, promptly allocating unresolved calls to other support teams as required. Work closely & efficiently with other support teams to ensure smooth operations. Ensure that all received incidents and service requests are properly handled, monitored, prioritized, escalated, and assigned to the proper support teams whenever required. Provide proper guidance to callers' inquiries. Adhere to all department's policies, processes, procedures, and documentation to establish and deliver all service desk tasks. Obtain proper approvals from different levels required to carry out tasks to ensure it falls under audit categories whenever required. Monitor the Service Desk system performance daily and advise any malfunction encountered. Create daily/weekly/monthly IT Service Desk reports. Communicate professionally via email for tasks requiring additional information. Ensure clear and concise correspondence to facilitate task completion. Follow processes and procedures in place and suggest new procedures/solutions based on experience in handling reported issues. Manage the Service Desk mailboxes and email inquiries used to interact with users for any reported issue electronically and respond with appropriate feedback for either new logging, solving, or providing status. Follow up with users in case further details, justification, or approvals are required for any service request and guide users on how to proceed. Follow up and coordinate with the IT support teams in case of delays in action and ensure that communication is open between all support teams to better coordinate the service, especially if the service required is to be handled by more than one area of support on a priority basis. Document any findings for any case and share it with the group team members for future usage and knowledge increase within the team. Monitor and report activities and performance of all IT systems and KPIs. Collect SLA data from various systems/applications as per SLA requirements and procedures, and produce reports. Identify trends in the support incidents and develop documentation to address these recurring issues. Notify management of increasing trends, unusual activity, or repeated activity. Perform ad hoc IT tasks in any IT teams as required. Education B. Sc. in Computer Science, Computer Engineering, or other equivalent IT studies. Experience0 to 1 Year of experience. About Application Process If you meet the criteria and you are enthusiastic about the role, we would welcome your application. To complete the application, you would need the following document(s):
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