Analyst

• Receive and log all user requests in the ticket management system;
• Categorize and prioritize tickets according to client-defined rules;
• Resolve tickets via phone and/or remote access, ensuring prompt service;
• Clarify questions related to IT infrastructure and the use of its resources;
• Handle incidents involving unauthorized access, malware, and software reinstallation;
• Record and forward tickets related to hardware, software, and infrastructure under the client's responsibility, service requests, on-site support, and data recovery;
• Resolve tickets eligible for FCR (First Call Resolution);
• Create critical incident tickets for escalation to the responsible teams.

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