Tech Operations Support Specialist
2 weeks ago
We are seeking a highly skilled Tech Operations Support Specialist to join our team at Ameriprise India LLP. This role will be responsible for providing technical support to our business users and stakeholders in a professional, timely, and courteous manner.
About Our CompanyAmeriprise India LLP has been providing client-based financial solutions to help clients plan and achieve their financial objectives for over 125 years. We are a U.S.-based financial planning company headquartered in Minneapolis with a global presence.
Key Responsibilities- Act as a single point of contact for phone calls, chats, and emails from staff regarding IT issues and queries.
- Answering and responding to all phone calls in a friendly, effective manner (working towards SLA).
- Accurately record and prioritize Incidents and Service Requests against SLAs and resolution targets.
- Incident management and service request fulfillment.
- Own and progress call queues (own queue & teams' queue) and support tasks, ensuring timely resolution within SLA.
- Resolve escalated calls from the business.
- Resolve 90% of first-time fix incidents.
- Monitoring of IT Service Desk unassigned Service Now queues and IT Service Desk mailboxes.
- Provide 1st/2nd line support with Windows 10, MS Office Apps, Network, VPN, System Slowness, Zscaler, Active Directory, Office365, Intune.
- Resolving users' issues or escalating to support teams where necessary.
- Extensive experience with ServiceNow and should have good knowledge of Incidents, Requests, Dashboards, and Reporting with basic understanding of Problem & Change.
- Proactive to get involved with a range of IT project work and look for ways to drive continuous service improvement.
- Bachelor's degree in IT, Computer Science, Engineering, or related field; or equivalent work experience.
- 2-4 years of experience in a Global IT Service Desk.
- Effective communication skills, both verbal and written with the ability to communicate with all levels within the organization.
- A technical background with a wide breadth of experience in IT infrastructure including desktop hardware, enterprise applications, storage, networks, and servers.
The estimated salary for this role is ₹850,000 - ₹1,050,000 per annum, depending on qualifications and experience.
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