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Posted on 6 Oct, 2024
Overview
- Industry - IT - Software / Product Development
- Functional Area - IT Software Programming / Analysis / Quality / Testing / Training
- Job Role - Security Analyst
- Employment type - Full Time
- Work Mode - In Office
Job Description | Role and Responsibilities
- Work as part of a 24-hour support team covering a 24X7X365 rotating shift pattern. Provide first level support by handling incoming telephone calls and emails with a high degree of customer satisfaction. Monitor and respond to monitoring alerts globally in a timely manner using Cubics ticketing system. Administer the Service Desk system, ensuring all incidents are entered, and maintain the information to ensure its timeliness, accuracy, relevancy, escalation and status Follow up on outstanding incidents within the SLAs as required Work diligently towards achieving KPIs/SLAs as part of a multi skilled team. Attend training sessions as and when scheduled. Organize communications and conference calls in the event of major incidents.
- Escalate to management in situations of significance or those that are not resolved in a timely manner Actively contribute to your own development as part of a structured career development program. Comply with Cubics values and adherence to all company policy and procedures. In particular comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.
Candidate Profile | Who Can Apply
- College degree educated or equivalent with a minimum of two years of experience within a Service Desk support environment. Familiarity with operating systems and a service center environment is required, and experience of working in an environment dispatching resources to the field will be well regarded. Must be a good team player with a positive attitude. Excellent communication skills, both verbal and written is required. Able to work both autonomously when required and productively within a cross-functional team environment. High attention to detail, proactive with an ability to problem solve and find timely resolutions. Able to work and respond in a high-volume environment. Employees will be required to undergo basic security checks for this role.
Education
- BTech/BE - IT- Softwares, BTech/BE - Computers, BSc - Information Technology (IT)
- Any Post Graduate - Any Specialization
- Any Doctorate - Any Specialization
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