Technical Analyst 247

The role

As a 247 Technical Analyst, you will be responsible for triaging, investigating, and resolving tickets, escalating where necessary to ensure the best possible outcome for customers. You’ll take primary ownership of request, incident, and change tickets, remaining accountable to both the customer and your Squad Leader throughout the process.

What will I be doing?

• Work with the Squad Leader on any quality related issues
• Manage a customer & monitoring tickets both technically and procedurally via Phone, Email, Web portal or monitoring platforms(s) in line with defined SLAs and KPIs
• Manage ticket queue and assist other team members where appropriate
• Understand, maintain, and deliver the current service desk procedures
• Escalation and pro‑active chasing of Vendors and external support groups
• Responsible for assessing and implementing Standard Changes as well as implementing normal changes.