Technical Triage Analyst

Role

The Technical Triage Analyst position will involve providing analysis and technical support to end-users. This role requires strong technical knowledge and the ability to quickly diagnose and resolve common problems.

• Initial Assessment and Triage:
  Receiving and logging user requests, determining the severity of issues, and classifying them for appropriate resolution.
• Problem Resolution:
  Troubleshooting and resolving IT issues, ranging from basic hardware or software problems to more complex issues that may require escalation.
• Escalation:
  Identifying and escalating issues to more specialised technical teams when necessary.
• Knowledge Management:
  Maintaining and updating knowledge bases, FAQs, and internal documentation to improve self-help and reduce future support requests.
• Communication:
  Providing clear and concise communication to end-users, keeping them informed of progress, and ensuring a positive support experience.
• Documentation:
  Maintaining detailed records of incidents, resolutions, and escalations within the ticketing system, ensuring accurate and timely information.
• Service Level Agreement (SLA) Adherence:
  Ensuring that support requests are addressed within the agreed-upon SLAs, which may include response times and resolution times.

• Proficiency in computer hardware and software, operating systems, networking and other relevant IT technologies.
• Ability to diagnose and resolve technical problems effectively and efficiently.
• Excellent communication when interacting with end-users.
• Ability to analyse problems, identify root causes, and implement effective solutions.
• Excellent written and verbal communication skills for interacting with both end-users and technical teams.
• Ability to prioritise tasks effectively and manage time efficiently to meet SLAs and deadlines.
• Experience in development in various programming languages (mostly Java) is desirable in order to perform your duties efficiently.