It Service Desk Analyst

Role & responsibilities

Mandatory Skills

1. 1-3 years in international BPO

2. Order Management background

3. IT-service desk, sales operation, ticket/cases handling (Along with OM knowledge)

Dell provides the technology that
transforms the way we all work and live. But we are more than a technology company we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as an Analyst Sales Operations on our SALES TOOL SUPPORT team in Hyderabad. Our Sales Operations team is at the heart of developing sales processes and procedures for administering, fulfilling and communicating both online and offline orders.

A bridge between sales and other operational functions, we use our
peerless expertise to evaluate and implement improvements to sales programs and processes – from planning and prioritization to pricing and margin strategies, sales automation, reporting and more. Put simply, we make sure the process of getting our ground-breaking products and services to customers as simple and seamless as possible.

At SALES TOOL SUPPORT, this role is the escalation point for any service disruption that happens in the Sales, Customer care or OMS business. The team member would be responsible for Incident management and would be troubleshooting and resolving issues or refer to the right place to contact. These activities enable the business to work without any or minimal interruption of the services, which in turn helps them improve key performance indicators impacting their efficiencies and improving overall customer experience.

Key Responsibilities

• Involve the IT, Operations and other support Teams for further
  trouble shooting if the 1st level of support doesn’t resolve the issue, to ensure the execution to the plan is with minimal or no disruptions. • Coordinate with all the relevant departments to achieve common objectives, like - Service level, Tool Uptime, Minimal downtime and by troubleshooting
• This team currently operates in US Hours and hence the candidate is
  required to be flexible with respect to work hours and open evening and night shifts
• Strong analytical and problem solving skills to identify and
  present problem analysis and recommend solutions in a creative and logical manner. • Drives strategies for the team and the organization and is able to

work towards innovation and process improvement ideas to
bring about a positive change.

Essential Requirements

• Competencies in accordance to our culture code
  

Desirable Requirements