Analyst

• Triage and troubleshoot complex end user support issues
• Act as escalation resource for the L1 Analysts
• Perform complex User Account Management (UAM) and Identity Access Management (IAM)
• Take client phone calls from US and other countries, open Incident or Request tickets
• Actively monitor the ticket queue, proactively identifying, classifying, and responding to incidents and requests
• Triage customer calls per specified severity levels
• Execute first attempt to resolve the customer call
• Troubleshoot end user hardware, operating system and remote access
• Investigate and troubleshoot technical issues across a diverse range of datacenter and cloud technologies
• Perform User Account management including creation/deletion of user accounts, resetting passwords and group membership
• Use existing best practice guides, Standard Operating Procedures, and work instructions to guide your work
• Detailed note taking of troubleshooting steps performed
• Fulfill administrative duties to support Service Desk operations, including proper ticket handling, maintaining documentation and adhering to communication

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