Senior Analyst

Job Description

About The Role About The Role : Addressing user tickets regarding hardware, software and networking Walking customers through installing applications and computer peripherals Asking targeted questions to diagnose problems Guide users with simple, step-by-step instructions Conduct remote troubleshooting Test alternative pathways until you resolve an issue Customize desktop applications to meet user needs Record technical issues and solutions in logs Direct unresolved issues to the next level of support personnel Follow up with clients to ensure their systems are functional Report customer feedback and potential product requests Help create technical documentation and manuals To perform the system changes adhered to organizational policies VIP support Requirement: Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role Hands-on experience with Windows/Linux/Mac OS environments Working knowledge of office automation products and computer peripherals, like printers and scanners Knowledge of network security practices and anti-virus programs Ability to perform remote troubleshooting and provide clear instructions Excellent problem-solving and multitasking skills Customer-oriented attitude Knowledge of ITIL Foundation V3 / V4 (Certified candidates have added advantage) Excellent verbal and written English