L1 IT Analyst

 Independently resolve tickets within SLA

 Adheres to standard operating procedures / work instructions

 Follow the escalation process

 Follow the shift hand-over process

 Update worklogs

 Categorizes as per CTI as appropriate

 Update the knowledge base

 Coaching freshers to be independent

 Coaching analysts for correct routing of tickets, capturing critical information

 Technically upgrade across versions of environment when required

 Adhere to organization policies and procedures

 Complies to regulatory requirements

 Alert Monitoring and Ticket Monitoring

 Informing On - call support

 Opening Bridge Call

• At least 3 years of experience in the field or in a related area required
• Technicians have to be bilingual which Includes Mandatory English Speaking along with Local language (eg. Spanish, )
• Technicians should have good knowledge on Hands and Feet
• Strong Microsoft Office skills (Outlook, Word, Excel, Powerpoint etc)
• Strong Microsoft Operating System installation and troubleshooting skills
• MAC Operating System installation and troubleshooting skills
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds
• Broad experience of IT with basic understanding of Networks, Servers and Telecoms
• Strong Customer service skills
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
• Strong written and verbal communication skills
• Must be detail oriented and self-motivating
• Background security check required
• Experience including remote control of PC

To know more about this position please contact;

Elaine Locsin

973-867-0440