It Service Desk Analyst

Role & responsibilities

Mandatory Skills

1. 1-3 years in international BPO

2. Order Management background

3. IT-service desk, sales operation, ticket/cases handling (Along with OM knowledge)

Dell provides the technology that

transforms the way we all work and live.

But we are more than a technology company we are a people company.

We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities.

We can't wait for you to discover this for yourself as an Analyst Sales Operations

on our SALES TOOL SUPPORT team in Hyderabad.

Our Sales Operations team is at the heart of developing sales processes and

procedures for administering, fulfilling and communicating both online and

offline orders.

A bridge between sales and other operational functions, we use our

peerless expertise to evaluate and implement improvements to sales

programs and processes – from planning and prioritization to pricing and margin strategies, sales automation, reporting and more. Put simply, we make sure the process of getting our ground-breaking products and services to customers as simple and seamless as possible.

At SALES TOOL SUPPORT, this role is the escalation point for any service disruption that happens in the Sales, Customer care or OMS business. The team member would be responsible for Incident management and would be troubleshooting and resolving issues or refer to the right place to contact. These activities enable the business to work without any or minimal interruption of the services, which in turn helps them improve key performance indicators impacting their efficiencies and improving overall customer experience.

Key Responsibilities

• Coordinate with Dell Badged sites and Outsourced partners during

and downtime, IT issues or disruption, which prevents the frontline and non-frontline team to do their jobs in a frictionless manner.

• Provide a 1st level of Technical Troubleshooting to for all the

issues that get reported to the team by taking the Incident

management approach

• Involve the IT, Operations and other support Teams for further
  
  trouble shooting if the 1st level of support doesn't resolve the issue,
  
  to ensure the execution to the plan is with minimal or no disruptions.
  
  • Coordinate with all the relevant departments to achieve common
  
  objectives, like - Service level, Tool Uptime, Minimal downtime and by
  
  troubleshooting
• This team currently operates in US Hours and hence the candidate is
  
  required to be flexible with respect to work hours and open evening
  
  and night shifts
• Strong analytical and problem solving skills to identify and
  
  present problem analysis and recommend solutions in a creative
  
  and logical manner.
  
  • Drives strategies for the team and the organization and is able to

work towards innovation and process improvement ideas to

bring about a positive change.

Essential Requirements

• High school diploma or equivalent required. Associates degree,

technical college or some college course work preferred.

• 1-2 years of relevant experience or equivalent combination of

education and work experience.

• Strong Technical trouble shooting skills and Knowledge on Dell Tools

– Customer Care, Order processing and Sales. Understanding of the

Outsourced Partner relationship with Dell and being able to provide

a strong handshake between the 2 organizations to ensure we achieve

our common goals.

• Good knowledge of Reporting, Metrics & Analytical skills

• Advanced Quantitative analysis skills, Incident management skills

and ITIL certification preferred

• Competencies in accordance to our culture code

Desirable Requirements

• Good sales process knowledge

• Good OTC Knowledge