Support Analyst

We’re a leading UK technology firm involved in Information Technology looking for high caliber individuals for the position of, Support Analyst

Job Responsibilities

• Analyzing and resolving incidents and problems within strict service level agreements
• Dealing with service level I and service level 2 incidents
• Prioritizing and owning issues and ensuring they are dealt with promptly
• Identifying and providing workarounds for known issues – linking with problem records where appropriate
• Answering general user queries
• Communicating with users/clients promptly and clearly
• Maintaining detailed logs and updates on all incidents and problems via ticketing tools
• Understanding the suite of products and services in detail to be able to efficiently and effectively provide support
• Reporting to the Support Services Manager to ensure that key clients and priority incidents are being tracked and progressed while highlighting the issues which are not progressing
• Triaging incidents using impact vs urgency ITIL methodologies

Requirements

• At least one year of experience in a similar/related role
• Excellent client interaction skills
• Excellent written and verbal communication skills in English
• Excellent organizational and time management skills
• Incident and problem management skills
• Knowledge of KPI’s and service level agreements
• Zendesk and Excel/G-sheet experience will be an added advantage
• ITIL experience or qualifications (Foundation level) would be beneficial
• Experience working for a web-based SaaS in the music broadcasting industry would be beneficial
• Ability to work in the night shift (3.00 PM – 11.00 PM)
• Ability to work for the UK calendar

Visit us : www.adelanka.lk
For more information: Buddhi/0714565224