Senior Administrator - Desk Side Services, AMT Asset Management Software

Provide expert support for complex incidents escalated by analysts, utilizing advanced troubleshooting techniques and root cause analysis to resolve technical and security issues effectively. Adhere to quality standards and regulatory requirements by implementing best practices in asset management services to ensure compliance with company policies. Lead value-adding initiatives such as updating and managing the knowledge base, training new team members, and coaching analysts to enhance their skills and service delivery. Resolve complex support tickets within agreed SLAs by collaborating with cross-functional teams to maintain a strong security posture while enhancing customer experience and satisfaction through first call resolution and proactive threat mitigation.