Support Analyst

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  • Customer support - Client service
  • IT Hardware
  • IT Software
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
  • Actualizat la: 04.05.2020

    What You’ll Do

    • Responding promptly to level 1 support requests (via email, SCCD ticketing system, instant messaging (24 x 5) and telephone (06:00-18:00 GMT). The Support Desk response times are defined for each individual PM Tool;
    • Ensure the support requests are captured for metrics purposes via User Directory;
    • Solving level 1 problems related to IBM’s standard Methods and PM Tools within SLA (service level agreement). SLAs are defined in correspondence with their Severity .The SLA for responding to a ticket is 24 hours for Severity 1 issue (critical business impact), 3 days for a Severity 2 issue (major business impact) and 7 days for a Severity 3 issues (minor business impact);
    • Working with level 2 support colleagues for any more complex problems;
    • Process IPWC User ID registrations and Program requests;
    • Produce metrics reports when required.
    What You’ll Need To Succeed
    • Proficient in relevant computer applications: MS Office (Documents, Presentations, Spreadsheets);
    • Logical thinking skills;
    • Attention to detail and accuracy;
    • Teamwork;
    • Good problem-solving skills;
    • Excellent written and verbal communication skills;
    • Good English language skills;
    • Previous experience of tools administration and support;
    • Adaptable and flexible to work in different shifts.