Associate Technical Analyst

About Company:

Our client is a leading independent technology and services provider, trusted by large corporate and public sector organizations. We are a responsible business that believes in sustainable long-term value creation.

We help our customers to Source, Transform and Manage their technology infrastructure to deliver digital transformation, enabling people and their business.

We work relentlessly to build their long-term trust, so they can rely on us in a complex and ever-changing world.

An Ideal Candidate:

The ideal candidate is a Service desk professional with a bachelor's degree in a relevant field or equivalent work experience (6 Months – 3 Year) in Service Desk (Calls & Chats / Email / Requests) Strong organizational and multitasking skills. Excellent communication and interpersonal skills. Excellent problem-solving and analytical skills, Ability to work collaboratively in a team with 24/7 work environment.

Key Competencies:

Key Competencies: -

1.Request Intake:  

Receive and document incoming requests via various channels (email, phone, ticketing system, etc.).

2.Request Triage:

Evaluate and prioritize requests based on established criteria, urgency, and impact on business operations.

3.Assignment:

Assign requests to appropriate individuals or teams based on their nature and complexity.

4.Documentation:

Maintain detailed and accurate records of all requests, including relevant information, actions taken, and resolutions.

5.Communication:

Keep requesters informed of the status, progress, and estimated resolution times.

6.Follow-up:  

Monitor the status of open requests and escalate as necessary to ensure timely resolution.

7.Quality Assurance:

Ensure that requests are handled in accordance with established policies, procedures, and service level agreements (SLAs).

8.Reporting:

Generate and analyze reports on request management performance, identifying trends and areas for improvement.