Analyst

Job purpose

L1/L2 support for PC logon issues, access management, MS Office Suite, system/laptop issues, networking issues, software installation issues, ticket management using ServiceNow, and documentation.

Key responsibilities

Provide L1 basic troubleshoot, FAQ, installation and configuration support handling issues / incidents remotely

PC Logon Issues: Password Resets, Account Lockouts, Multi-Factor Authentication, etc. - Remote Access Applications: VPN, VDI, AWS, Ninja one - Microsoft Office Suite: Outlook, Excel (incl add/remove add-ins), Word, etc. - Office 365: SharePoint/OneDrive, Teams, OneNote - PC Issues: Network/Server Connectivity, Slow machine, Unable to Print, etc. - Mobile Devices: MDM Enrollment, Device Compliance, Email Profile Issues, Calendar Sync, etc. - Industry Applications: Bloomberg etc. - Internal Application Support provide Level 1 support for internal applications depending on the requirements

Ticket registration and management using ticket management tools like Servicenow.

Provide solutions from knowledge base.

Update documentation into the knowledge base for future reference

Escalation to level 2

Communicate effectively with the customers to understand and provide appropriate solutions to their issues.

Gain broader proficiency for the product and demonstrate ability to contribute to forward direction.

Implement or adhere to best practices.

Demonstrate high attention to detail, should work in a dynamic environment whilst maintaining high quality

standards, a natural aptitude to develop good internal working relationships and a flexible work ethic.

Responsible for Quality Checks and adhering to the agreed Service Level Agreement (SLA) / Turn Around Time (TAT).

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.