As an IT Analyst with a focus on IT Service Management, I specialize in delivering high-quality technical support across multiple channels, including web, email, and live chat. My role involves ensuring the smooth operation of IT services, handling incidents, resolving technical issues, and maintaining service level agreements (SLAs).
Key Services Provided:
IT Service Management (ITSM): Monitoring, managing, and improving IT services based on best practices (e.g., ITIL framework), ensuring consistent service delivery and user satisfaction.
Technical Support (L1/L2): Troubleshooting hardware, software, and network issues remotely or on-site. Escalating complex cases appropriately to higher-level teams.
Web & Application Support: Providing assistance with system access, performance issues, and general usability problems in internal or third-party web platforms.
Email & Chat Support: Offering real-time technical support through email and chat, ensuring quick resolution and professional communication with end-users.
Documentation & Reporting: Creating knowledge base articles, incident reports, and contributing to service improvement initiatives.