Technical Analyst

Responsibilities:

• Respond quickly to all service requests and incidents.
• Manage incidents and service requests reported over the phone,chat, employee self-service tickets or e-mails.
• Recording, classifying and maintaining the integrity of data within the incident and service request recording system - ServiceNow.
• Assessing the impact and risk of incidents and timely escalation.
• Handling customer queries and resolving incidents which are within the scope of Service Desk using remote access software.
• Monitoring, tracking and reviewing the progress of an incident, and keeping the customer informed.

Key Skills:

• Excellent verbal and written communication skills.
• Excellent interpersonal skills with a bility to explain technical issues to technical and nontechnical staff.
• Strong analytical and problem-solving skills.
• Superior understanding of computer and networking hardware and software systems.