Tech Operations Specialist

7 days ago

Noida, Uttar Pradesh, India Ameriprise Financial Full time
Job Title: Tech Operations Analyst

Are you a detail-oriented and organized individual with a passion for technology? Do you enjoy working in a fast-paced environment and providing top-notch customer service? We're seeking a Tech Operations Analyst to join our team

About the Role:

The Tech Operations Analyst will be responsible for providing technical support to our business users and stakeholders in a professional, timely, and courteous manner. This includes receiving, prioritizing, documenting, and actively resolving/fulfilling end-user incidents and requests. The ideal candidate will have excellent communication skills, both verbal and written, and the ability to work effectively in a team environment.

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
  • 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 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
  • Participate on a shift rota between 07:00am and 06:00pm UK time - Monday to Friday
  • Promote teamwork and knowledge sharing
  • Create, maintain, and review knowledge articles shared with all IT support teams
  • Previous IT experience working on an ITIL aligned Service Desk
  • Proven customer service experience with excellent written and verbal communication skills
  • Strong problem-solving and analytical skills with the ability to extract relevant information quickly and effectively
  • Experience of 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 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 practices delivery of ITIL process training sessions
Preferred Qualifications:
  • Knowledge and working experience of Best Practice concept ITIL/ITSM, certification will be an added bonus
  • Good to have knowledge or experience in: ServiceNow, Power BI
About Our Company:

Ameriprise India LLP has been providing client-based financial solutions to help clients plan and achieve their financial objectives for 125 years. We are a U.S.-based financial planning company headquartered in Minneapolis with a global presence. The firm's focus areas include Asset Management and Advice, Retirement Planning, and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions and work with other talented individuals who share your passion for doing great work. You'll also have plenty of opportunities to make your mark at the office and a difference in your community.

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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