Associate Support Analyst
- Job Type - Full time
- Location - Trivandrum, India
Required Qualifications
Education: Any degree.
Experience: 2 – 3 years of IT Help Desk experience or relevant schooling/experience.
Responsibilities
- You’re the front-line technical support specialist. Providing technical support to end users on various hardware, software, and/or peripheral issues.
- Responsible for making and receiving calls related to in-store Infrastructure issues. Working those issues to resolution within SLA and following established incident handling expectations.
- Accountable for the tech check-in/check-out process. Ensuring 3rd party techs dispatched complete assigned work and help address in-store issues.
- Identify and escalate potential systemic issues. Following the defined Problem Management processes.
- Process Incident Escalation requests and managing current open escalations.
- Outbound calls, Ticket Details, Incident Resolution, etc.
- Able to work various shifts as needed with little notification.
- Continuous improvement, suggest knowledge or process improvement whenever possible.
- Other activities as assigned.
Preferred Skills
- Proven experience as a help desk technician or other customer support role
- Good understanding of computer systems, mobile devices, and other tech products
- Able to work varied shifts as needed with little notice.
- Strong written and verbal communication skills.
- Customer-oriented, focused on providing the best service possible.
- Troubleshoot reported issues following support documentation.
- Ensuring all incidents are resolved within SLA.
- Escalate new or systemic issues to the next tier of support.
- Ability to work various shifts with little notice
- High school diploma, GED or equivalent.
- Previous ServiceNow Experience preferred
- Previous experience in a IT call center supporting a remote workforce is a plus
- Previous Retail IT experience is preferred.
- Serve as the resolver group for in-store IT infrastructure issues. Resolving store issues with remote troubleshooting, parts dispatch and/or tech dispatch.
- Make and Receive calls from stores, supply chain locations and onsite service techs
- Perform remote troubleshooting through diagnostic techniques and probing questions. As outlined in the ServiceNow knowledge base.
- Determine the best solution based on the issue, troubleshooting and details provided by customers
- Work well in a fast paced, ever-changing environment.
- Resolve incidents within established SLAs
- Participate in Incident and Problem management processes.
- Identify and suggest possible improvements on support procedures.
