L3 Support Analyst
L3 Support Analyst
Posted on :
06-04-2025
Employer Active
1 Vacancy
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Job Description
Technical SupportTroubleshoot and resolve issues that have been escalated from the Helpdesk.Incident Management: RTrack and document issues: Log all issues resolutions and updates in a ticketing system or help desk software (e.g. ServiceNow Jira).Escalate issues: If unable to resolve escalate complex issues to higherlevel support or specialized teams (e.g. engineers or developers).Monitor and followup: Ensure timely resolution of issues and followup with users to confirm their problems have been resolved.System Monitoring & MaintenanceMonitor system performance: Keep an eye on system performance and reliability ensuring systems are functioning optimally. User Training and DocumentationCreate documentation: Develop user guides knowledge base articles FAQs and other documentation to help users selfservice common issues.Provide tips and best practices: Share best practices to improve user productivity and prevent issues from arising.Collaboration and CommunicationCoordinate with other Evinova teams: Work closely with other teams to resolve complex issues.Communicate status updates: Keep users informed on issue status expected resolution times and any major system outages or updates.Stakeholder interaction: Engage with different departments to understand specific technical needs and provide tailored support.Reporting and AnalysisAnalyze support metrics: Gather data on ticket resolution times types of issues and user feedback to improve service delivery.Report recurring issues: Identify patterns in reported problems and work with IT teams to find longterm solutions or improvements.Provide feedback: Suggest system or process improvements based on common issues or user feedback.Required skills & experienceExperience of working with development and/or configuration of COTS solutions that are configured based on customer needsStrong engagement communication and stakeholder management skills including excellent presentation and influencing skillsExperience in software maintenance/ help deskProven experience of working with complex integrated systems using creative and strategic thinking to deliver exceptional resultsExperience using Jira Confluence and Service Management tools
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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