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IT Support Analyst

Job Code:
  • IT
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Job Details

To provide hands on first level support for the iNet Customer Support Services by handling incidents and requests, and provide an interface for other IT Service Management activities.Provide a central point of contact for first level support to users of MWH IT ServicesTo restore normal service operation as quickly as possible with minimum disruption to the businessTo minimise the adverse effect on the business of incidents and problems and to proactively prevent the occurrence of incidents, problems and errorsEnsure all requests received are recorded, prioritised and escalated to ensure deliver of agreed service levels. Liase between users and other iNet staff to ensure timely resolution of requests.Follow up escalated requests and regularly update users of the status of outstanding requests. Support installation of new and enhanced software / hardware as required.User Administration. Develop thorough understanding of MWHs information systems, processes, and procedures Contribute to the development and compliance of iNet policy, procedures and standardsEnsure all work is carried out in accordance with MWH Quality Systems and Health and Safety policies.Key SkillsPrevious experience in a support role.Problem solving skillsTechnical aptitude.Ability to work as part of a teamExperience with call logging systems and service desk processes and proceduresStrong Customer Service focus and Interpersonal skillsGood communication skills both written and oralProfessional approach and an understanding of business ethicsAbility to prioritiseEffective time management skillsTechnical Delivery (~60%)Customer Service / Customer Relationship (~40%)Customer Satisfaction based on Remedy surveys is maintained above 95%Percentage of requests resolved is maintained above 65%Documentation within Remedy is accurate.Documented service level agreements are met.
Degree: MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 4-9


Application Programming | Database Administration (DBA) | Desktop Support | Software Engineer
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