Graduate Trainee

1 week ago

Vadodara, India Paul Mason Consulting Full time

**Summary of the position**

The Operation Support L2 Analyst role is required to ensure that all incidents managed directly are logged, investigated, resolved, and closed to the satisfaction of the client, within agreed service level agreement timescales.

**Key Responsibilities**
- Undertake technical resolution of incoming issues, within expected technical capability.
- Use technical understanding to question and clarify incidents raised by clients, before agreeing where to assign the incident (incident triage)
- Ensure all calls logged are clearly written so that any team member can understand the issue.
- Take day to day responsibility for assigning incidents through the client’s incident management system.
- Understand and execute against agreed processes for implementing fixes/changes.
- Understand the impact of incidents on the client and respond appropriately - exhibit the sense of urgency.
- Understand the impact of non-delivery on the reputation of PMC with the client.
- Provide regular client and internal communication on assigned activity and incidents - ensure that interested parties are clear on current status, highlighting any issues that might impact delivery in the defined timescales to Team Leader/Operations Support Manager.
- Follow up with clients to close down incidents - get confirmation from clients that incident can be closed.
- Escalate to Team Leader/Operations Support Manager when there are resource conflicts, or when SLA’s are at risk of not being met.
- Take responsibility for maintaining required knowledge levels.
- Please note that this role works on a rotational shift basis to ensure sufficient coverage for 24/7 and meet the needs of the business._

**Skills and Experience | Essential**
- Good communication skills, Verbal and Written both, is a MUST
- Experience in helpdesk support, support desk, service desk environment.
- Understanding ITIL Framework - certification not required

**Skills and Experience | Desirable**
- Handson experience in IT Support.
- Typically, one who has experience in **helpdesk support, support desk**, service desk environment. Preference is incident management work area.
- Understand ITIL Framework - certification not required. Basic understanding on Incident Management.
- Basic SQL & OS knowledge - theoretical is enough.
- Good Command on English Language - must
- Retail IT domain knowledge - added advantage.

**Personal attributes**
- Able to share ideas with the team and self-confident.
- Go-getter and solution-oriented personality
- Very quick learner and keen to learn new things.
- Basic SQL & OS knowledge - theoretical is enough.
- Reliable & accountable individual who can an manage client interaction.
- Ability to work under pressure.

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