Sorry, the offer is not available,
but you can perform a new search or explore similar offers:

Devops Lead

Responsibilities:System & Network Administration: Manage and maintain cloud compute & network infrastructure, including provisioning, configuration, and trou...


From Rx Health Info Systems - Greater Accra

Published a month ago

Marketing Manager

In this ever-changing world where consumers are spoilt for choice when it comes to product selection for the bath and body care needs, what I am striving for...


From Naya By Africa - Greater Accra

Published a month ago

Inventory Supervisor

Responsibilities:To maintain record of receipts as well as issuance of items that are going out of the warehouse so as to ensure accuracy and completenessTo ...


Greater Accra

Published a month ago

Sales Consultant

Responsibilities:Develop and Maintain product knowledge to support clients effectivelyBuild effective relationship with the clientsCoordinate with other team...


Greater Accra

Published a month ago

It Operation Analyst - Ganke Davis Solutions

It Operation Analyst - Ganke Davis Solutions
Company:

Ganke Davis Solutions



Job Function:

Other

Details of the offer

Ganke Davis Solutionsis a pioneering company specialized in providing customized IT Support Services to companies from various industries. Ganke Davis Solutions offers its clients an end-to-end solution, starting with information provision across multiple media platforms, to active and direct engagement in IT strategy, and daily IT operations tasks.
Job Summary
IT Operation Analyst(IOA) position is responsible for handling 1st line contact with our end users. IOA is responding to inbound contacts and requests coming through our ITSM solution, triaging them, resolving requests using our knowledge base and resolution instructions.
Knowledge base articles are also responsibility of our 1st level team and IOA actively update and create these articles.
The IT Operation Analysts are our customer centricity ambassadors and they represent Technology operations department trough making our users’ interaction and collaboration with technology pleasant.

Key responsibilities and deliverables:
Service support & operation:
Provide first level contact and convey resolutions to customer issues in timely manner
Performing remote troubleshooting through diagnostic techniques and pertinent questions
Providing Access Management services for users.
Diagnose hardware and software faults remotely (desktops, laptops, printers) and implement known solutions.
Provide effective customer service by maintaining regular communication with customers regarding the ticket status-based system (JIRA) and redirect incidents to appropriate resources throughout our global IT landscape.
Ensure that SLAs are being respected.
Acquire good knowledge of approval procedure and apply it strictly before doing any action.
Collaborate with 3rd party vendors in ensuring service requests received from the client is timely escalated and addressed with feedback provided to the client on a regular basis.
Utilize excellent customer service skills and exceed customers’ expectations.
Ensure proper recording, documentation and closure.
Stay current with internal system information, changes and updates.

Service improvement
Updating and maintaining knowledge database and its articles.
Preserve and grow knowledge of service support procedures, products and services.
Automation of repetitive level 1 tasks.
Maintenance of Service Desk portal and its offerings.

Qualification Required & Experience
Requirements:
Education level: Bachelor’s degree, Major in: Computer science, Information technologies
Mandatory fluency in English. Fluency in French is a plus
Experience in providing 1st line (Tier 1) customer and technical support.
Experience with Access Management practices (User administration, User Access auditing and reporting)
Experience with ITIL processes and ITSM solutions (Jira, ServiceNow, Microfocus…)
Experience with writing manuals and instruction for end users.
Experience with Microsoft OS, O365 collaboration solutions.
Knowledge of IT security, infrastructure and development principles.
Understanding of the business and the impact ICT has on the business.
Willingness and ability to handle high level of responsibility: making decisions, being accountable.
Excellent collaborative skills

Ability to work with remote and international-multicultural teams.
Mobile, willing to travel, occasionally, for short periods of time
Customer-oriented, helpful mindset
Innovative, motivated and creative

Remuneration:Very Competitive
Location:Accra
RECOMMENDED FOR YOU

13 Reasons Why Your CV Will Get Rejected By RecruitersHow To Write A Perfect CVHow To Write The Perfect Cover LetterSmart Ways To Answer Standard Job Interview Questions


Source: Jobsearchgh

Job Function:

Requirements


Knowledges:
It Operation Analyst - Ganke Davis Solutions
Company:

Ganke Davis Solutions



Job Function:

Other

Built at: 2024-03-29T06:24:08.718Z