Technical Analyst

Role Description – Task and Responsibilities

Desk side Support Management & Escalation handling.

• Direct the Operational Management Team to ensure the Desktop Operation (SLA, queue management, escalations, ageing tickets, shift coverage, incident/request validation) is provided to the expected levels.
• Provide support and coordinate with ground team during high priority P1 and P2 incidents
• Ability to interact with delivery teams to ensure that the service is polite, efficient and responsive.
• To work through issues analytically and drive to successful conclusion.
• Ability to communicate at different levels within the organization, including Key Business Stakeholders.
• Strong Written and Verbal Communication Skills.
• Relationship Management – internal and external customers, Flexibility, Presentation Skills and Team Management Skills.
• Flexibility with respect to time – client deliverables need ...