Operation Support Analyst
About the job
About the Operation Support Analyst role
The Operations Support Analyst provides frontline technical support to end users by troubleshooting hardware and software issues, managing incidents and service requests, and ensuring timely resolution in line with service level agreements. This role works closely with internal teams to maintain smooth system operations, escalate complex issues when needed, and support continuous service improvement. The analyst is also responsible for documenting issues, assisting with basic system administration tasks, and delivering reliable, user-focused support in a fast-paced, shift-based environment.
Key Responsibilities:
- Provide technical support to end users on various technical issues and problems relating to hardware and software
- Responds, documents, resolves or escalates incidents, change request or service tickets in a timely manner in accordance to Service Level Agreements
- Uphold the service level requirements and strives for continuous service improvement by providing quality technical support to end users
- Might be required to be on standby with on-call availability, varied shifts including nights, weekends and holidays
- Able to identify interdependencies when analysing problems and developing creative solutions with supervision
- Displays a sound judgement when making decisions and demonstrates initiative when situation calls for action
Requirements:
- Diploma from a recognised polytechnic (preferable IT related)
- Prior experience in technical support and usage of ticketing systems
- Excellent interpersonal and communication (verbal and written) skills with demonstrated customer service mind-set and ability to engage multiple stakeholders
- Basic salesforce administration experience
- A team player
- Resourceful, adaptable and able to work with minimal supervision.
- Proactive and self-motivated with the ability to focus on priorities and deliver in a fast-paced environment
- Internet-savvy and proficient in using MS Office, especially Outlook, Word, Power Point and Excel
