ANALYST - Deskside

TITLE: Analyst - Technology Services
RANK: Analyst
Reporting to: Process Manager - Technology Services

• Responsible for ensuring to work with concerned teams in
troubleshooting of technology problems.
• Ensures that proper troubleshooting techniques, protocols and tools are
used in coming up with recommendations and solutions
• Ensures that technical recommendations are properly thought
of/analyzed and based on hard facts.
• Provides regular updates on the troubleshooting to the team,
management, and client.
• Ensures that incident report and RCA is released within SLA post the
troubleshooting work and liaise with concerned groups for the
resolution.
• Responsible for the documentation of RCA/ICA and follow through on
pending deliverables till closure.
• Responsible for the routine checking of the operational condition of the
accounts and ensures potential issues are reported for immediate
attention/reso...

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