Tech Operations Specialist

1 month ago

Gurgaon, Haryana, India Ameriprise Financial Full time
Job Title: Tech Operations Analyst

As a Tech Operations Analyst, you will be responsible for providing technical support to our business users and stakeholders in a professional, timely, and courteous manner. Your primary goal will be to ensure that end-users can accomplish their business tasks efficiently.

Key Responsibilities:
  • Act as a single point of contact for phone calls, chats, and emails from staff regarding IT issues and queries.
  • Answer and respond to all phone calls in a friendly and effective manner, working towards SLA targets.
  • Accurately record and prioritize incidents and service requests against SLAs and resolution targets.
  • Manage and resolve incidents and service requests in a timely manner.
  • Own and progress call queues and support tasks, ensuring timely resolution within SLA targets.
  • Resolve escalated calls from the business.
  • Monitor IT Service Desk unassigned ServiceNow queues and IT Service Desk mailboxes.
  • Provide first- and second-line support with Windows 10, MS Office Apps, Network, VPN, System Slowness, Zscaler, Active Directory, Office 365, and Intune.
  • Resolve users' issues or escalate to support teams where necessary.
  • Have extensive experience with ServiceNow and a good understanding of incidents, requests, dashboards, and reporting with basic knowledge of problem and change management.
  • Be proactive in getting involved with a range of IT project work and look for ways to drive continuous service improvement.
  • Participate in a shift rota between 07:00 am and 06:00 pm UK time, Monday to Friday.
  • Promote teamwork and knowledge sharing.
  • Create, maintain, and review knowledge articles shared with all IT support teams.
  • Have previous IT experience working on an ITIL-aligned Service Desk.
  • Have proven customer service experience with excellent written and verbal communication skills.
  • Have strong problem-solving and analytical skills with the ability to extract relevant information quickly and effectively.
  • Have experience working in a fast-paced office environment with the ability to work under pressure and manage multiple tasks at a time.
Required Qualifications:
  • Bachelor's degree in IT, Computer Science, Engineering, or a 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.
  • Excellent communication skills and the ability to deliver ITIL process training sessions.
Preferred Qualifications:
  • Knowledge and working experience of Best Practice concept ITIL/ITSM, certification will be an added advantage.
  • Good to have knowledge or experience in ServiceNow and Power BI.

Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, veteran status, marital status, family status, or any other basis prohibited by law.

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