Junior IT Services Analyst

Responsibilities

• Record, track and close user service requests.
• Perform initial assessment of tickets and log additional information when necessary.
• Provide users with guidance on operational questions, features and use of the solution's modules. Conduct training when required.
• Investigate and perform initial (first-level) analysis of production incidents related to application functionality.
• Handle tickets that require deeper evaluation from the perspective of business rules and specific configurations.
• Analyze, diagnose and address production and UAT incidents critical to the operation of the solution's modules, and, if required, escalate them to the local second-level technical support when incidents fall outside your scope.
• Demonstrate a digital mindset, curiosity about new technologies and an interest in understanding how Artificial Intelligence can transform processes, experiences and outcomes.