Senior Technical Support Analyst

• Manages the lifecycle (ticket generation to closure) of all in-scope incidents and service requests in line with service tickets best practice ways of working.
• Resolves incidents and fulfills service requests with high level of customer service.
• Prepare and maintain KDs for services in scope.
• Provide support, advise & training to TechM service desk when required.
• Participate in testing for introduction of new or improved services.
• L1-L2 Server/Network management
• L1-L2 Security related responsibilities
• Mail Administration

• Sound expertise with windows-based desktop, hardware, software, networking and peripherals including, but not limited to, Microsoft products, servers, desktops, laptops, VPN, printers, video conferencing, telecommunications devices / monitoring tool including mobile devices, local area network, etc.
• Good knowledge of working with a Service Desk tool such as Ivanti IT Service Management (ISM).
• Take-charge individual with lots of energy & initiative.
• Excellent customer service skills and customer focus.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Must be highly self-motivated, self-directed, exhibit strong initiative and be attentive to detail.
• Good English verbal and written communication skills with the ability to present ideas in a user-friendly language.
• Flexibility to operate in a shift pattern of 16x5

Required Education / Experience

• 2-3 years of experience in a related position in a corporate environment
• Bachelor Degree in IT or business related field or the recognized equivalent in work experience or self-study
• Experience with Desktop, LAN and telecommunications devices including mobile devices

Preferred Education / Experience

• Microsoft, A+
• ITIL