Request For Assistance (RFA) Analyst

Required Technical Skills

• Microsoft 365 (M365)
• IT Information Systems (IT IS)
• Digital Technologies: Microsoft Azure
• Active Directory Group (ADG) management
• Project Management (PM)

Roles & Responsibilities

• Receive, acknowledge, and log incoming Requests for Assistance (RFAs) in FastTrack tooling (FTOP / CRM).
• Ensure accurate and complete capture of requests, including customer, tenant, workload, and contact information.
• Validate customer eligibility for FastTrack benefits based on defined guidelines.
• Assess whether requested support falls within the scope of FastTrack services.
• Triage RFAs according to established FastTrack rules and procedures.
• Maintain 100% data integrity and hygiene in FastTrack systems.
• Communicate effectively and professionally with customers and internal teams.

Key Attributes

• Strong attention to detail and accuracy in data entry and validation.
• Excellent written and verbal communication skills.
• Ability to work collaboratively in a fast-paced technical environment.
• Proactive problem-solving and time management skills.

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