Sr Analyst I Infrastructure Services

Responsibilities :

• L2 Incident & Task Resolution : Respond to and resolve all L2 issues, incidents, and tasks for customers, whether escalated from L1 support or received directly from end-users via email, phone, or service management tool.
• Issue Scoping & Investigation : Scope customer issues by collecting relevant facts and investigate problems through self-research and collaboration with other teams as needed.
• Ticketing System Management : Update the ticketing system promptly and accurately, ensuring calls are logged and all notes, progress, and required actions are input.
• Collaboration & Relationship Building : Consult and collaborate with peers and cross-functional colleagues to resolve service issues. Establish strong working relationships with customers and third parties.
• Trend Analysis & Problem Management : Perform trend analysis and engage in problem management activities to identify and address recurring issues.
• Knowledge Base Contribution : Work with the IT Manager and wider support team to ensure recurring technical issues are addressed and documented in the Knowledge Base Database (KBDB).
• Customer Empowerment & Value Addition : Empower customers to find information, self-solve, and learn more about supported products and services. Advise customers on how to gain additional value from their technology.
• Customer Satisfaction : Maintain a proactive approach to customer happiness, identifying satisfaction concerns and managing customer expectations. Ensure a high level of customer satisfaction by ensuring the continuous operation of systems.
• Continuous Improvement & Mentorship : Continuously improve knowledge and understanding across supported software and hardware technologies. Technically groom L1 resources to L2 level.
• Quality of Service : Maintain a high Quality of Service Support.

Required Skills :

Skills Required

Windows Server, Exchange Server, Os Installation