Service Support Analyst
Information Connectivity Solutions Limited
Customer Service & Support
Easy Apply
New
1 week ago
Job Summary
The Service Support Analyst is responsible for providing telephone support services to customers, addressing and resolving trouble tickets, and ensuring customer satisfaction through consistent communication. The role requires preparing monthly reports on service availability and performance, as well as escalating unresolved issues when necessary.
- Minimum Qualification : HND
- Experience Level : Entry level
- Experience Length : 1 year
Job Description/Requirements
Responsibilities:
- Provision of telephone support services for customers
- Investigation and resolution of trouble tickets and customer requests
- Logging trouble tickets using the Remedy ticketing system
- Keeping customers informed of progress at intervals until the issue is resolved
- Applying escalation procedures
- Preparation of daily, weekly, and monthly link availability
- Preparation of daily SMC reports
- Logging of ticket history, power reading, and service reports BMC Remedy
- Proactive monitoring using the intermapper, PRTG, Allot, etc.
- Analyze WAN connectivity by remote login using ping, telnet, etc.
- Reconciliation of uptime reports with key accounts
Requirements:
- University degree/HND in computer science or a related engineering degree
- At least NYSC work experience.
- ITIL Certification is an advantage
- Cisco Certification an advantage
- Knowledge of network management and analysis tools
- Hands-on reporting tool experience will be advantageous.
Important Safety Tips
- Do not make any payment without confirming with the Jobberman Customer Support Team.
- If you think this advert is not genuine, please report it via the Report Job link below.
