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).