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Reporting and ticket analyst

Keywords / Skills : ticket analyst, SLAs , production change control , service reports, Reporting, QA , Customer facing , ticketing system, audit support, control process , Operation Support

4 - 8 years
Posted: 2019-06-18

Industry
IT/Computers - Hardware
Function
IT
Role
Technical Support Engineer
Posted On
18th Jun 2019
Job Description
Responsibilities:
• Ensure service reports are produced in a timely manner

• Maintain ticketing system

• Monitor ticketing system, and escalate any likely SLA breaches.

• Provide QA and feedback against ticket standards.

• Proactively seek ways of improving the performance of the ticketing system.

• Adhere to change control process

• Provide audit support when required

• Respond to alerts, escalations and stakeholder communication

• Conduct periodic Customer satisfaction reviews and meetings


Essential

• 2+ years experience of operations and support

• applications and support team management

• Experience with meting SLAs within a global support team

• Experience with production change control

• Experience in Customer facing roles


About Company

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