Incident Management Analyst
The role involves conducting initial diagnostics, troubleshooting customer faults, and escalating technical issues as needed.
* Provide professional first technical contact for customers.
* Diagnose and repair basic and medium complexity faults using software diagnostics and network/utility programs.
* Ensure cases are allocated to the next step in the case flow process.
* Perform technical escalations according to company procedure.
The ideal candidate will have excellent customer skills, good communication and interpersonal skills, and be able to work under pressure.
Key skills include:
* Basic knowledge of ITIL.
* Problem-solving skills.
* Tenacity.
* Inquisitive nature.