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The Service Analysts (SA) are part of the Global Client Response Centre and are responsible for first level technical support and case management.
First level technical support’ includes : accepting incoming calls, the ability to run real-time diagnostics, and conduct initial troubleshooting of server hardware, Active Directory, DNS, and Wide Area Network issues.
Case management’ includes ownership of client Cases until resolution, communication, and escalation.
With the SA as the central point of contact for all related actions, client communication and client records are updated on a regular basis.
Regardless of the level to which an issue may escalate, the SA retains ownership of the case throughout the lifecycle and will need to work with the teams that are working the case to ensure it is managed correctly
The SCA function is the single point of contact for all email and phone communication and for the creation of Portal, Incident and Change tickets and queries relating to these cases in the EMEA region.
Requisition # : 218316
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We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification.
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Job duties and responsibilities are subject to change based on changing business needs and conditions.