Senior Tech Operations Analyst- Service Desk Senior Tech Operations Analyst- Service Desk …

Ameriprise Financial, Inc.
in Gurgaon, Haryana, India
Permanent, Full time
Be the first to apply
Competitive
Ameriprise Financial, Inc.
in Gurgaon, Haryana, India
Permanent, Full time
Be the first to apply
Competitive
Senior Tech Operations Analyst- Service Desk
Job Description

The main responsibility of the Service Desk Sr. Tech Operations Analyst role is ensuring effective service delivery and meeting SLA requirements. This involves actively managing resources and day to day deliveries to ensure affective SLA delivery.

You'll also be responsible for ensuring service delivery standards are upheld with all resource utilized effectively and efficiently.

Responsibilities

• 5 to 7 years experience
• Service Desk day to day management (shifts, resources, phone cover)
• Manage the Service Desk staff to ensure 1st level technical support is always covered; answering support queries via the telephone, using remote desktop tools
• Report to the IT Service Desk Manager on any issue that could significantly impact the business
• Ensure IT Service Desk analyst log all calls within Service Now
• Act as a single point of contact for phone calls, e-mails, chat and walk-ups from staff regarding IT Issues and queries
• Answering and responding to all phone calls in a friendly effective manner (working towards SLA • Accurately record and prioritise Incidents and Service Requests against SLAs and resolution targets
• Own and progress call queues and support tasks, ensuring timely resolution within SLA
• Resolve escalated calls from the business
• Resolve 80% of first-time fix incidents
• Owning and progress service requests
• Carry out Morning & Evening checks
• Monitoring IT Service Desk emails
• Providing support to global users
• Resolving customer issues or escalating to support teams where necessary
• Proactively look for ways to improve customer processes or support operations
• Opportunities to get involved with a range of IT project work
• To participate on a shift rota between 11:30 and 23:30 IST Monday to Friday
• Promote teamwork and knowledge sharing
• Create, maintain and review knowledge articles shared with all IT support teams

Essential:
• Previous experience working as a Service Desk team leader
• Able to lead and motivate team
• Previous IT experience working on an ITIL aligned Service Desk
• Proven customer service experience with excellent written and verbal communication skills
• Strong problem-solving and analytical skills with the ability to extract relevant information quickly and effectively
• Experience of working in a fast-paced office environment with the ability to work under pressure and manage multiple tasks at any one time
• Experience of using a Service Now toolset to log incidents/request
• Provided 1st/2nd line service desk support and worked with Windows 10, Active Directory, Exchange, MS 2010, Office365, Airwatch, Intune, Skype
• Excellent knowledge of Active Directory

Desirable:
• iPad / iPhone configuration and administration
• MCSE/MCSA or A+
• ITIL Foundation

Required Qualifications

BE / B. Tech ( IT or CSE)

Preferred Qualifications

• MCSE/MCSA or A+
• ITIL Foundation
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