Technical Support Analyst Lead

2 days ago


Karachi, Sindh, Pakistan ibex. Pakistan Full time
Job Title: Technical Support Analyst Lead
Job Summary:

At Ibex, we are seeking a talented Technical Support Analyst Lead to lead our technical support team. As a key member of our service delivery team, you will be responsible for ensuring the smooth operation of our IT services.

Key Responsibilities:
  • Manage incidents and create enhancement user stories based on user feedback after the system goes live.
  • Collaborate with the project management team to ensure duplicate tasks are completed during the swivel chair phase in both Salesforce and ServiceNow.
Incident Management:
  • Receive and handle incident requests according to agreed procedures.
  • Systematically interpret user problems and identify solutions and potential impact.
Reporting and Analysis:
  • Run and analyze reporting from ServiceNow, SFDC, and Oracle, including issues, order volume, and product-specific data points.
  • Monitor service delivery systems and collect performance data.
Skills and Qualifications:
  • Minimum Bachelor's degree in Computer Science or Business Management.
  • Proficient in Visio workflows, Advanced Excel, Google Sheets, and Presentation tools.


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