Position Overview
- Respond to and resolve service desk tickets in line with SLA targets;
- Troubleshoot application errors, performance issues, and user problems;
- Escalate unresolved or complex incidents to the Senior Analyst or Supervisor;
- Perform routine system checks, monitoring, and preventative maintenance;
- Conduct initial analysis of incidents to identify root causes;
- Document issue resolutions and maintain accurate records in the ticketing system;
- Provide clear and professional communication to end-users regarding system incidents, updates, and resolutions;
- Offer guidance to users on correct system usage and basic troubleshooting steps;
- Escalate recurring user concerns and highlight training needs to the Supervisor;
- Provide onsite support for project upgrades and rollouts;
- Support testing activities on upgrades and projects where applicable;
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