Technical Support Analyst

Job description -

• Act as the first point of contact for end-users requiring assistance via SysAid ticketing systems and Emails
• Provide support in English, ensuring timely and effective resolution of incidents and service requests as per provided SoPs
• Handle L1 support activities like :
• Ticket Logging
• First-Level troubleshooting based on SOPs
• Assign tickets to correct team Qs
• Manage ticket escalations through SysAid platform and user communication
• Escalate unresolved incidents to appropriate support teams while maintaining ownership until closure.
• Ensure adherence to SLA (Service Level Agreements) and ITIL best practices.