Support Analyst

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.
   

• 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.