Operations Support Analyst

Role Summary

As an Operations Support Analyst, your primary responsibility is to deliver technical assistance to end users encountering hardware and software challenges. You will manage incident reports, change requests, and service tickets, ensuring resolutions meet established Service Level Agreements (SLAs). Continuous service enhancement and quality support delivery are essential components of this position.

Key Responsibilities

• Provide technical support addressing a variety of hardware and software issues encountered by users.
• Timely respond to, document, resolve, or escalate incidents, change requests, or service tickets consistent with SLA requirements.
• Maintain high standards for service quality, striving for ongoing improvements in user support experiences.
• Participate in on-call standby rotations, including varied shifts such as nights, weekends, and holidays as required.
• Analyze problems to identify related dependencies and propose creative solutions, working under supervision.
• Exhibit sound judgment during decision-making processes and demonstrate initiative when action is needed.

Qualifications and Skills

• Diploma from an accredited polytechnic institution, preferably with an IT-related focus.
• Previous experience in a technical support role and familiarity with ticketing system workflows.
• Strong interpersonal and communication skills, both verbal and written, combined with a customer service-oriented approach and the ability to interact with multiple stakeholders.
• Basic knowledge of Salesforce administration.
• Collaborative team player mentality.
• Resourceful and adaptable, capable of working independently with minimal supervision; proactive and self-driven to prioritize tasks and achieve results in a dynamic environment.
• Comfortable with internet technologies and adept at using Microsoft Office applications including Outlook, Word, PowerPoint, and Excel.

Additional Information

You may be required to participate in standby and on-call rotations covering nights, weekends, and holidays to support operational continuity. All personal data collected during the application procedure will be handled in strict accordance with data protection regulations and the company’s privacy policies.