Provide technical support to end users on hardware and software issues, ensuring timely resolution of incidents and service requests.
As an Operations Support Analyst, you will:
- Provide technical support to end users on various technical issues and problems relating to hardware and software.
- Responds, documents, resolves or escalates incidents, change request or service tickets in a timely manner in accordance to Service Level Agreements.
- Uphold the service level requirements and strives for continuous service improvement by providing quality technical support to end users.
- Might be required to be on standby with on-call availability, varied shifts including nights, weekends and holidays.
- Able to identify interdependencies when analysing problems and developing creative solutions with supervision.
- Displays a sound judgement when making decisions and demonstrates initiative when situation calls for action.
EXPERIENCE AND SKILLS NEEDED
- Diploma from a recognized polytechnic (preferable IT related)
- Prior experience in technical support and usage of ticketing systems
- Excellent interpersonal and communication (verbal and written) skills with demonstrated customer service mind-set and ability to engage multiple stakeholders
- A team player
- Resourceful, adaptable and able to work with minimal supervision. Proactive and self-motivated with the ability to focus on priorities and deliver in a fast-paced environment
- Internet-savvy and proficient in using MS Office, especially Outlook, Word, Power Point and Excel
- Basic knowledge of Atlassian JIRA, preferably also with knowledge of Confluence (Value Added Service)
Any personal data you share with us during the application process will be processed strictly in compliance with applicable data protection laws and our Privacy Notice.
Top Skills
Atlassian Jira
Confluence
MS Office
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