Service Operations Analyst

Role Title:

Current Location: Gurgaon

Position Purpose

Key responsibilities

• Management and ownership of Incident and Service Request logging, following agreed procedures
• Identify and classify Incident types and service interruptions
• Categorise and Classify reported Incidents and provide solutions
• Monitor Incidents from start to resolution
• Provide 1st level governance around Incident/Request/Problem and Change processes.
• Ensure that customers are kept informed with ticket progress
• Provide a professional interface between customers and IT Service providers
• Provision of 1st level IT support
• Promptly allocate Incident and Service Request records as appropriate
• Provision of management information and associated reports.
• Undertake internal and external ad-hoc Service Requests
• Monitor and manage the overnight batch process
• Perform BSL system health checks over a 24-hour period to ensure stability. Issues escalated to 2nd and 3rd level IT
• support.
• Perform monitoring of the BSL estate. Escalate issues that could impact BSL services

In addition to the above position-specific responsibilities, all employees are required to undertake any other reasonable duties and responsibilities within your capability and skills, when requested to do so.

Qualifications and or skills

• BCA/BSc /BCom/BA with Computers or Information Technology streams
• 0-4 years in a similar role.
• Providing excellent customer service to our clients
• Ability to communicate effectively both written and verbally
• Supporting the team by managing and supporting customer Incidents and Requests to resolution effectively and efficiently
• Strong attention to detail
• Pro-active and solution driven
• Ability to learn quickly and exercise initiative
• Able to manage service reports and procedural documentation
• SQL knowledge
• Knowledge of ServiceNow and JIRA platforms (desired and not essential)
• Empathy and the ability to understand customer needs
• Effective organization and time management skills
• Ability to work accurately under pressure
• Working knowledge of Microsoft applications such as Outlook and Excel
• Able to work unaided and as part of a collaborative team

Additional Benefits

• Allowances are fully paid for shift and Holiday coverage
• Free meal facility in office
• Cab facility in Delhi/NCR Region
• Medical Insurance