Service Operations Analyst

0 - 3 years

5 - 6 Lacs

Posted:11 hours ago| Platform: Naukri logo

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Work Mode

Hybrid

Job Type

Full Time

Job Description

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

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