Field Tech Senior Analyst

NTT DATA Business Solutions

4 - 6 years

6 - 8 Lacs

Bengaluru

Posted:1 week ago| Platform:

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Skills Required

IT services Manager Quality Assurance Senior Analyst End User Support ITIL process Scheduling Customer service Windows Management Remedy

Work Mode

Work from Office

Job Type

Full Time

Job Description

Req ID: 319323

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Field Tech Senior Analyst to join our team in Bangalore, Karn taka (IN-KA), India (IN).

Roles and Responsibilities:

Scheduling and Dispatching: Create daily schedules for technicians and work with Internal / Partner teams to ensure activities per SLA. Assign tasks, tickets and work orders to appropriate personnel based on availability and priorities. Ensure that the right resources are deployed for each task
Communication: Maintain constant communication with field staff, and service teams
Technical: Act as an escalation point of contact for Onsite Technicians and guide to resolution on complex issues in End User Support. Relay real-time information, instructions, and updates to ensure smooth operations
Customer Service: Handle customer inquiries, requests, and complaints related to delivery of services. Provide customers with accurate information about resolution times and updates and engage the right personnel to ensure resolution
Documentation and Record-Keeping: Maintain & Update ITSM Records in a timely manner. Verify and record completed tasks and service reports
Emergency Response: Provide contingency support to help resolve issues on priority. Coordinate emergency responses to address unexpected situations
Quality Assurance: Ensure that services meet quality and ITIL standards. To ensure that contractual metrices like SLAs and KPIs are met, review IT contractual service catalogues to ensure that services are delivered in line with scope
Escalation Management: Assists in escalation management of issues raised in the field.

Requirements:

4-6 years of experience in EUC Support on Windows, Office & Desktop \ Laptop Hardware
Experience in ITIL Process Based Environment
Hands-on experience with ITSM Tools like Service Now, Remedy etc
Has supported a team delivering IT Services in remote operations
Excellent written & spoken English skills
Exposure to Vendor Management and Infrastructure Change Requests is an added plus
Required to work in 24X7 Shift Based Environment

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