Operations Analyst

The Operations I role provides Level-2 technical support for hardware, software, and peripheral incidents, with a strong focus on first-call resolution and excellent customer service. This position supports a 24 / 7 operation and requires strong troubleshooting skills, ticket ownership, and effective communication with users and internal teams.

Key Responsibilities

• Validate site, user, and contract information upon ticket receipt.
• Make outbound calls to gather missing details and clearly define incident scope.
• Troubleshoot and resolve Level-2 issues related to :
• PCs and laptops
• Printers, scanners, and peripherals
• POS devices and monitors
• Aim for first-call resolution while maintaining high customer-service standards.
• Accurately document all actions, findings, and resolutions in the ticketing system (Clarify).
• Contribute new solutions and fixes to the knowledge base.
• Coordinate with Logistics, Level-1 support, Service Desk, and Technical Support teams to remove blockers and close incidents.
• Participate in continuous product and technical training (HP, Lenovo, Lexmark, Fuji, and others).

Required Skills & Experience

We offer :

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