Junior IT Support/ IT Help Desk

About the job:
Request, Incident & Problem Management
Analyse, troubleshoot and resolve incidents and support queries raised by business users.
First point of contact (L1 and L2) for any incidents, Request and support queries.
Ensure tickets are updated with correct details.
For tickets which needs to be escalated to vendors, follow up with vendor for end-to-end ticket closure. Ensure prompt communications with users for incidents and queries updates.
Perform routine review of the RPA/Interfaces and ensure RPA/Interfaces are running successfully.
Complete root cause analysis, Update Process Design Documentations and RCA Report.
Operations
SLA management and Reporting.
Perform routine review of the RPA/Interfaces and ensure RPA/Interfaces are running successfully.
Support maintenance activities (such as arranging for downtime, resumption and updates stakeholders on thestatus).
Perform configuration changes.
Support Testing activities (perform IT testing, prepare test scripts, coordinate with stakeholders and track the progress).
Perform routine health check of the applications.
VA Issue List tracking and remediation efforts.
Update Documentations and Knowledge Portal.
Update Specifications and SOPs as needed.
(Training will be provide!)